Program Manager, Conversational Insights & AI

TELUS Digital is a global digital product consultancy that helps businesses create smart, secure, and customer-focused technology solutions. As the digital division of TELUS, one of Canada’s largest telecommunications providers, the company delivers innovative digital experiences at scale.

With teams across North America, South America, Europe, Central America, and APAC, TELUS Digital supports organizations through advanced services such as:

• Digital Product Consulting

• Data & AI Solutions

• Cloud Engineering

• Enterprise Applications

• QA & Test Engineering

• Digital Marketing Services

• Business Operations Modernization

• Strategy Consulting

From AI-powered chatbots to voice systems, contact center platforms, mobile apps, and customer service solutions, TELUS Digital helps companies improve how they connect with their customers.

Job Overview – Program Manager, Conversational Insights AI

TELUS Digital is hiring an experienced Program Manager, Conversational Insights AI to lead large-scale contact center technology programs. This is a senior leadership role for someone who understands AI-driven contact center solutions and can manage complex technical projects from planning to deployment.

In this role, you will work closely with product managers, engineers, AI specialists, and executive stakeholders to deliver modern conversational AI solutions. You will ensure projects are delivered on time, within scope, and within budget while maintaining high client satisfaction.

This position is ideal for professionals with strong experience in software delivery, AI implementations, telephony systems, and enterprise contact center platforms.

Key Responsibilities

1. Lead End-to-End Program Delivery

You will oversee the full lifecycle of contact center AI projects, including:

• Planning and requirements gathering

• System design and architecture coordination

• Implementation and integration

• Testing and quality assurance

• Training and knowledge transfer

• Deployment and operational handoff

You will ensure every phase runs smoothly and meets client expectations.

2. Manage Conversational AI & Contact Center Programs

As Program Manager, you will take ownership of governance and delivery across Conversational AI engagements. This includes:

• Building and maintaining integrated project plans

• Managing dependencies across vendors and telephony carriers

• Risk identification and mitigation

• Issue resolution and change management

• Executive reporting and stakeholder updates

You will ensure smooth integration between AI platforms and contact center technologies.

3. Provide Strong Cross-Functional Leadership

You will lead international and cross-functional teams, including:

• Software engineers

• AI developers

• Cloud engineers

• Business analysts

• Product managers

• Client stakeholders

Your leadership will promote accountability, collaboration, and continuous improvement.

4. Executive & Client Communication

This role is highly client-facing. You must confidently:

• Lead executive presentations

• Conduct delivery governance meetings

• Translate technical concepts into business language

• Support strategic discussions with C-level stakeholders

You will act as the bridge between technical teams and business leaders.

5. Drive Agile & Hybrid Methodologies

You will manage programs using Agile, hybrid, or enterprise delivery frameworks based on project needs. You will ensure alignment between:

• Technology milestones

• Telephony integrations

• AI model deployment

• Operational readiness

Your structured approach will ensure high-quality, predictable delivery.

6. Budget & Financial Management

You will manage program-level budgets and financial tracking, including:

• Resource planning

• Forecasting

• Utilization tracking

• Variance analysis

• Financial reporting

Strong financial oversight will ensure programs stay within approved funding.

7. Champion AI Innovation

You will promote the use of AI-powered tools and automation across teams. Your leadership will encourage innovation and support digital transformation initiatives within contact center environments.

Required Qualifications

To succeed as Program Manager, Conversational Insights AI, candidates should have:

• 7+ years of experience in software development or technology program management

• Experience as a Technical Project Manager, Delivery Manager, Engagement Lead, or Program Manager

• Hands-on experience with contact center platforms such as Genesys, Amazon Connect, Five9, or Google CES

• Strong understanding of telephony systems and vendor integrations

• Proven experience managing third-party vendors and carriers

• Expertise in risk management and issue escalation

• Excellent communication and stakeholder management skills

• Experience tracking large-scale project budgets

• Confidence leading executive-level discussions

Preferred Certifications

The following certifications are considered an asset:

• PMP (Project Management Professional)

• SAFe Agilist

• Certified Scrum Master

• ITIL

Why Join TELUS Digital?

Working at TELUS Digital means joining a global technology leader that:

• Invests in AI and digital innovation

• Supports career growth and leadership development

• Encourages diversity and inclusion

• Offers competitive compensation

• Provides exposure to enterprise-scale AI programs

• Works with high-profile global clients

You will have the opportunity to lead cutting-edge conversational AI solutions that transform how businesses communicate with customers.

Compensation & Benefits

• Competitive salary range: CA$118K – CA$148.5K

• Remote flexibility

• Leadership-level impact

• Career advancement opportunities

• Inclusive and diverse workplace culture

Apply Now