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Associate Principal, AI & CX Solutions Strategist
Full-time
TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, offering end-to-end expertise across Digital Product Consulting, Data & AI, Strategy Consulting, and more.
The Opportunity
TELUS Digital is 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 not a legacy systems role: they are looking for a hybrid strategist and technologist 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 with CX strategy and AI product teams to move clients rapidly from concept to working proofs-of-concept. This role can be hybrid (Charlottesville VA, Durham NC, Columbus OH, or Boston MA) or remote from within the U.S.
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 strategic business cases.
Identify, quantify, and prioritize tech/AI opportunities to enhance the customer experience and drive ROI.
Provide continuous, hands-on input into the CX Product roadmap and stay up-to-date on emerging AI trends in the contact center space.
Skills & Qualifications
5-10 years of experience (ideally 3-6 years highly relevant), bridging strategy and modern AI technology.
