Role OverviewWe are seeking an agile, forward-thinking Associate Principal, CX Application Strategist, to drive digital and AI transformation initiatives across our global contact center operations.Location & FlexibilityOption to work in Hybrid capacity based out of Vancouver, BC, or Remote within Canada.ResponsibilitiesBridge 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.QualificationsExperience: 5-10 years in management consulting, digital/product strategy,



or a pre‐sales/solutions engineering role, ideally within a high‐growth tech or AI‐forward workplace.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) preferred, coupled with strong understanding of emerging conversational AI, GenAI agents, and LLM integrations.The Builder Mindset: Thrive in ambiguity, move with velocity, and possess agility to translate highly technical AI concepts into clear, actionable business strategies for non‐technical stakeholders.Analytical Rigor: Strong strategic and analytical skills, with proven ability to quantify the business value and ROI of tech/AI solutions.Executive Communication: Excellent verbal and written communication skills; effortlessly pivot froma technical architecture discussion to an executive board presentation.Curiosity: Deep intellectual curiosity and genuine passion for the latest and greatest improvements in digital CX and AI.Equal Opportunity EmployerAt TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence, and performance without regard to any characteristic related to diversity.We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our privacy policy.Compensation RangeCA$132K - CA$165K #J-18808-Ljbffr

📌 Associate Principal, Cx Application Strategy (Calgary)
🏢 TELUS Digital
📍 Calgary