Associate Principal, CX Application Strategy
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Key skills for this role
About the Role
TELUS Digital is hiring an Associate Principal, CX Application Strategist to drive digital and AI transformation initiatives in contact center operations. This hybrid strategist and technologist role bridges management consulting and solutions architecture, designing AI-driven CX strategies and building business cases.
Key Skills for This Role
Responsibilities
- Act as a strategic bridge between business goals and AI capabilities, defining UX features, AI agent assist tools, and success metrics for modern deployments
- Move clients beyond theoretical frameworks by designing AI driven CX strategies and advising on pilot programs and implementation readiness
- Partner with Product, CCaaS, and Data & AI teams to design high level architecture visions and build functional, strategic business cases for modern AI tools and foundational contact center tech
- Identify, quantify, and prioritize tech/AI opportunities to enhance customer experience, improve operational agility, and drive ROI
- Provide continuous, hands on input into the CX Product roadmap, feeding new product features back into CX strategy engagements
- Translate complex tech/AI architecture visions into actionable deployment plans and collaborate with cross functional teams to keep go to market and sales collateral relevant
- Stay up to date on emerging tech/AI trends in the contact center space, inspiring clients and internal teams with the 'art of the possible'
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) 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; ability to pivot from technical architecture discussion to executive board presentation
- Deep intellectual curiosity and genuine passion for digital CX and AI improvements
Full Job Posting
The Opportunity
- We are seeking an agile, forward thinking Associate Principal, CX Application Strategist, to drive digital and AI transformation initiatives across our global contact center operations.
- This is a leadership level role in our consulting practice, not a legacy systems role. We are explicitly looking for a hybrid strategist and technologist (ideally with 3–6 years of highly relevant experience) who understands the modern AI ecosystem (Conversational AI, LLMs, AI Agents) and can transl
- Operating at the intersection of management consulting and solutions architecture, you will partner closely with CX strategy and AI product teams to move clients rapidly from concept to working proofs of concept.
Responsibilities
- Bridge Strategy & Technology: Act as a strategic bridge between business goals and AI capabilities, defining UX features, AI agent assist tools, and the success metrics for modern deployments.
- 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 for both modern AI tools and foundational contact center tech.
- Drive Value: Identify, quantify, and prioritize tech/AI opportunities to radically enhance the customer experience, improve operational agility, and drive ROI.
- Shape the Roadmap: Provide continuous, hands on input into the CX Product roadmap, feeding new, cutting edge 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 to keep go to market and sales collateral relevant.
- Champion Innovation: Stay relentlessly up to date on emerging tech/AI trends in the contact center space (e.g., autonomous AI agents, LLM advancements), inspiring clients and internal teams with the 'art of the possible.'
Skills & Qualifications
- Experience: 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.
- Tech Stack Fluency: 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, coupled with a strong understanding of emerging Conversational AI, GenAI agents, and LLM
- The 'Builder' Mindset: You thrive in ambiguity, move with velocity, and possess the agility to translate highly technical AI concepts into clear, actionable business strategies for non technical stakeholders.
- Analytical Rigor: Strong strategic and analytical skills, with a proven ability to quantify the business value and ROI of tech/AI solutions.
- Executive Communication: Excellent verbal and written communication skills; you can effortlessly pivot from a technical architecture discussion to an executive board presentation.
- Curiosity: Deep intellectual curiosity and a genuine passion for the 'latest and greatest' improvements in digital CX and AI.
Compensation Range
- CA$132K CA$165K
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