Associate Principal, AI & CX Solutions Strategist

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Location and Flexibility

Our Associate Principal, AI & CX Solutions Strategist , is an integral part of our Strategy team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays*, Thursdays). This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC .

• The Boston, MA office is not required to be in the office on Wednesdays

The Opportunity

We are seeking an agile, forward-thinking Associate Principal, AI & CX Solutions Strategist to drive digital and AI transformation initiatives across our global contact center operations.

Note:

While this is a leadership-level role in our consulting practice, this is 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 translate those capabilities into high-impact business outcomes.* 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. The ideal candidate has a "builder" mindset, a deep understanding of the modern tech stack, and the ability to confidently counsel enterprise clients on adopting cutting-edge CX innovations to redefine the future of customer experience.

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 integrations.

• 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.

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Compensation Range: K - K