Director, Conversational AI Agents

10+ years of progressive experience in technology consulting, digital transformation, or customer experience roles, with a strong focus on AI/ML solutions 5+ years of leadership experience leading and mentoring a development and delivery team of Conversational Architects Proven expertise and hands-on experience in leading the design, development, and delivery of large-scale, enterprise-level conversational AI solutions Deep knowledge of conversational AI best practices, including natural language processing (NLP), intent recognition, entity extraction, conversational flow design, and Generative AI for agents Demonstrated track record of successfully delivering large-scale AI/ML projects for enterprise clients Strong understanding of contact center operations, customer journey mapping, and key customer experience metrics Excellent business acumen Exceptional communication, presentation, and interpersonal skills Proven ability to influence and collaborate across diverse internal and external stakeholders Strategic thinker with a strong problem-solving orientation Bachelor's degree in Computer Science, Engineering, Business, or a related field

Develop and execute the strategic roadmap for the Conversational AI Agent practice Lead the delivery and development team of Conversational Architects, designers, and developers Identify new business opportunities and cultivate strong relationships with key partners Lead the entire lifecycle of solution development and delivery Establish and manage key performance indicators (KPIs) for the practice Stay abreast of the latest advancements in conversational AI platforms, generative AI, and NLP Drive the creation of innovative, platform-agnostic conversational solutions Oversee the technical architecture and delivery excellence of Conversational AI implementations Foster a culture of continuous learning and innovation within the team Recruit, mentor, and develop a world-class team of Conversational Architects, AI specialists, conversational designers, solution architects, and delivery managers Provide strong technical and strategic leadership Develop and implement training programs Manage resource allocation, project prioritization, and operational efficiency Act as a trusted advisor to clients Lead client presentations, workshops, and solution demonstrations Collaborate closely with TELUS Digital's sales, marketing, and other delivery teams