Associate Principal, AI & CX Solutions Strategist
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Key skills for this role
About the Role
TELUS Digital is looking for an Associate Principal, AI & CX Solutions Strategist to drive digital and AI transformation initiatives across global contact center operations. The role bridges strategy and technology, designing AI-driven CX strategies and building business cases.
Key Skills for This Role
Responsibilities
- Bridge Strategy & Technology: Act as strategic bridge between business goals and AI capabilities, defining UX features, AI agent assist tools, and success metrics
- Strategic Prototyping: Move clients beyond theoretical frameworks by designing AI driven CX strategies and advising on pilot programs and implementation readiness
- Build Business Cases: Partner with Product, CCaaS, and Data & AI teams to design high level architecture visions and build functional, strategic business cases
- Drive Value: Identify, quantify, and prioritize tech/AI opportunities to enhance customer experience, improve operational agility, and drive ROI
- Shape the Roadmap: Provide continuous, hands on input into the CX Product roadmap, feeding new product features back into CX strategy engagements
- Enable the Organization: Translate complex tech/AI architecture visions into actionable deployment plans and collaborate with cross functional teams
- Champion Innovation: Stay up to date on emerging tech/AI trends in the contact center space, inspiring clients and internal teams
Requirements
- 5 10 years of experience in management consulting, digital/product strategy, or a pre sales/solutions engineering role, ideally within a high growth tech or AI forward environment
- Proficient in modern contact center ecosystems as an operator and/or implementation lead
- Experience with foundational CCaaS (Zendesk, Amazon Connect, Twilio, Intercom, or NiCE) is preferred
- Strong understanding of emerging Conversational AI, GenAI agents, and LLM integrations
- Ability to translate highly technical AI concepts into clear, actionable business strategies for non technical stakeholders
- Strong strategic and analytical skills, with proven ability to quantify business value and ROI of tech/AI solutions
- Excellent verbal and written communication skills
- Deep intellectual curiosity and genuine passion for digital CX and AI improvements
Full Job Posting
Who We Are
- TELUS Digital is an award winning digital product consultancy and the digital division of TELUS.
- We design and deliver transformative customer experiences through cutting edge technology, agile thinking, and a people first culture.
- We have a global team across North America, South America, Central America, Europe, and APAC.
The Opportunity
- We are seeking an agile, forward thinking Associate Principal, AI & CX Solutions Strategist to drive digital and AI transformation initiatives across global contact center operations.
- This is a leadership level role in our consulting practice, looking for a hybrid strategist and technologist with 3–6 years of highly relevant experience.
- You will operate at the intersection of management consulting and solutions architecture.
Responsibilities
- Bridge Strategy & Technology: Act as strategic bridge between business goals and AI capabilities, defining UX features, AI agent assist tools, and success metrics.
- Strategic Prototyping: Move clients beyond theoretical frameworks by designing AI driven CX strategies and advising on pilot programs and implementation readiness.
- Build Business Cases: Partner with Product, CCaaS, and Data & AI teams to design high level architecture visions and build functional, strategic business cases.
- Drive Value: Identify, quantify, and prioritize tech/AI opportunities to enhance customer experience, improve operational agility, and drive ROI.
- Shape the Roadmap: Provide continuous, hands on input into the CX Product roadmap, feeding new product features back into CX strategy engagements.
- Enable the Organization: Translate complex tech/AI architecture visions into actionable deployment plans and collaborate with cross functional teams.
- Champion Innovation: Stay up to date on emerging tech/AI trends in the contact center space, inspiring clients and internal teams.
Skills & Qualifications
- 5 10 years of experience in management consulting, digital/product strategy, or a pre sales/solutions engineering role, ideally within a high growth tech or AI forward environment.
- Proficient in modern contact center ecosystems as an operator and/or implementation lead.
- Experience with foundational CCaaS (Zendesk, Amazon Connect, Twilio, Intercom, or NiCE) is preferred.
- Strong understanding of emerging Conversational AI, GenAI agents, and LLM integrations.
- The 'Builder' Mindset: thrive in ambiguity, move with velocity, and translate highly technical AI concepts into clear business strategies.
- Analytical Rigor: strong strategic and analytical skills with proven ability to quantify business value and ROI.
- Executive Communication: excellent verbal and written communication skills.
- Curiosity: deep intellectual curiosity and genuine passion for digital CX and AI improvements.
Compensation Range
- CACAD 132K CACAD 165K
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