Overview 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, 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.LocationOur Genesys Practice Leader for the CCaaS Delivery Practice will be an integral part of our business at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices: Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity within the US.The Opportunity We are seeking a dynamic Practice Leader to build, scale, and lead our CCaaS practice with deep expertise in Genesys Cloud CX, including enterprise-grade routing, omnichannel orchestration, workforce engagement (WEM), analytics, and native AI capabilities. This director-level role will drive the growth of our Genesys consulting and implementation services, establishing thought leadership in contact center transformation while delivering exceptional client outcomes. The Practice Leader will be responsible for overall practice P&L, solution implementation and delivery, talent development, and strategic partnerships with Genesys to position our firm as a premier implementation partner in the market.The Strategic Priorities Of This Role Will Be To Build and scale a high-performing CCaaS practice focused on Genesys Cloud CX delivery, achieving growth targets and margin goalsDrive innovation in implementation methodologies, accelerators, and IP development to improve delivery efficiency and client outcomesLead a cloud-native Genesys Cloud CX strategy, supporting commercial activity, lighthouse wins, and migration paths from legacy on-premises and competitive CCaaS platformsEstablish thought leadership and market differentiation in Genesys Cloud CX–powered contact center transformation, including AI-driven routing, digital bots, agent assist, and journey orchestration, with a focus on enterprise outcomes and technical excellenceDevelop strategic partnerships with Genesys and complementary technology vendors to expand market reach and solution delivery capabilitiesResponsibilities Building our Company Own delivery governance and oversight across Genesys Cloud CX and Genesys WEM, ensuring scalable, enterprise-ready solution design, implementation quality, and operational readinessOwn P&L responsibility for the Genesys delivery practice, including revenue growth,



margin optimization, and resource utilizationDevelop and execute a practice strategy aligned with company objectives and market opportunitiesBuild scalable delivery frameworks, methodologies, and accelerators for Genesys Cloud CX implementations, including digital engagement, WEM, and AI-powered capabilities, and define and govern measurable AI outcomes across the platformPartner with business development and marketing teams to create compelling go-to-market strategies and thought leadership contentDrive innovation through the development of proprietary IP, tools, and solutions that differentiate our Genesys capabilitiesEstablish and maintain a strategic partnership with Genesys, including partner tier progression and roadmap alignmentFocusing on Customers Support complex, strategic Genesys engagements with enterprise clients, serving as a trusted advisor to C-suite executivesAccountable for client satisfaction, project delivery excellence, and expansion of wallet share across managed accountsDrive end-to-end CX transformation initiatives, including strategy, design, implementation, and optimizationMaintain deep platform-level expertise in Genesys Cloud CX, including Architect, voice and digital channels, AI-driven routing, digital bots, agent assist, WEM, and omnichannel orchestration, to guide solution engineering and delivery teamsSupport proposal development and solution architecture for major opportunities, clearly articulating value proposition and ROIBuild and maintain executive relationships with key clients, identifying expansion opportunities and ensuring long-term partnership successLeading our Market Demonstrate deep practitioner-level understanding of Genesys Cloud CX platform capabilities (architecture, integrations/CTI, routing, AI agents, WEM/QM) and translate that into scalable solution designs, delivery standards, and implementation innovationIdentify emerging trends in contact center technology, AI enablement, and customer experience to inform practice strategyEstablish practice as a recognized thought leader in Genesys and CX Transformation through speaking engagements, publications, and industry participationRepresent the firm within the Genesys partner ecosystem, including AppFoundry partners, industry forums, and client advisory boardsDrive market awareness through case studies, white papers, and demonstrations of measurable client outcomesDeveloping our People Recruit, develop, and retain top-tier talent with Genesys platform and delivery expertise and CCaaS domain knowledgeBuild comprehensive enablement programs, including technical certifications, solution training, and consulting skill developmentFoster a culture of innovation, collaboration,



and client excellence within the practiceEstablish clear career paths and competency frameworks for CCaaS consultants and architectsBuild high-performing teams by integrating diverse skills across technology, business consulting, and change managementCompetencies Experience & Expertise 10+ years of experience in contact center technology, including CRM integration, with demonstrated leadership of Genesys platform implementations across enterprise environments5+ years in delivery leadership, business unit management, or P&L ownership within professional services or consultingExperience with Genesys Cloud CX native telephony, analytics, and AI capabilities, including voice, routing, and conversational AIProven track record leading large-scale CCaaS transformation programs ($5M+ engagements) from strategy through implementation and supportDeep contact center operations expertise, including routing, WEM/QM, agent experience design, deflection/self-service strategies, and omnichannel orchestrationExperience building and scaling professional services practices with demonstrated revenue growth and margin improvementExperience developing reusable accelerators, templates, and solution patterns to scale Genesys CCaaS delivery and reduce implementation timelinesWorking knowledge of competitive CCaaS platforms and the ability to position Genesys's differentiation in multi-vendor evaluationsExperience leading migrations from legacy CCaaS and CRM platforms, including data, routing, and telephony/CTI considerationsSkills & Competencies Exceptional leadership, communication, and executive presence with the ability to influence C-level stakeholdersStrategic thinking with the ability to translate market trends into actionable practice strategy and solution innovationStrong business acumen, including P&L management, financial modeling, and resource optimizationProven ability to build strategic partnerships and navigate complex vendor ecosystemsResults-driven with a track record of achieving aggressive growth targets while maintaining delivery excellenceCertifications & Education Bachelor's degree required; MBA or advanced degree preferredGenesys Cloud CX certifications strongly preferred, including Genesys Cloud CX: Professional Certification, Genesys Cloud CX: Architect Certification, Genesys WEM certifications (WFM / QM) a plusAdditional certifications in related technologies (Salesforce, Microsoft, Google Cloud, AWS, Assistive or Agentic platforms) are highly valuedIndustry certifications (PMP, Lean Six Sigma) are a plusTravel Up to 25% travel required to support client engagements, business development, and team collaboration.Equal Chance Employer At 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 Range: CA$190K - CA$218K#J-18808-Ljbffr

📌 Director, Genesys - C$190,000 - C$218,000 A Year (Calgary)
🏢 TELUS Digital
📍 Calgary