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TELUS Digital · 4 months ago

Senior Manager, Conversational Agents - Google CES

Boston, MA

Full-time

Hybrid

Senior Level, Lead/Staff

$118K/yr - $148K/yr

10+ years exp

TELUS Digital is an award-winning digital product consultancy that focuses on innovative customer experiences. The Senior Manager, Conversational Agents - Google CES will lead the growth and expansion of Google CES capabilities, driving innovation and delivering value through AI technologies for customer engagement.

AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing

Responsibilities

Develop and execute the strategic roadmap for the Google CES practice within TELUS Digital's Global AI team, driving significant growth in revenue, market share, and client adoption across various industries

Identify new business opportunities and cultivate strong relationships with key stakeholders at Google and within client organizations to expand our footprint

Champion the adoption of Google CES solutions, including Conversational Agents (Dialogflow, Gen AI Agents), Agent Assist, and Conversational Insights, ensuring alignment with client needs and business objectives

Lead the entire lifecycle of solution development and delivery, from conceptualization and design to implementation, optimization, and ongoing support

Establish and manage key performance indicators (KPIs) for the practice, regularly reporting on progress and demonstrating tangible business value

Stay abreast of the latest advancements in Google CES, generative AI, natural language processing (NLP), and broader customer engagement technologies, integrating new capabilities into our offerings

Drive the creation of innovative solutions and accelerators built on the Google CES platform, addressing complex customer experience challenges for our clients

Oversee the technical architecture and delivery excellence of Google CES implementations, ensuring high quality, scalability, and adherence to best practices

Foster a culture of continuous learning and innovation within the team, encouraging experimentation and the adoption of cutting-edge techniques

Recruit, mentor, and develop a world-class team of AI specialists, conversational designers, solution architects, and delivery managers focused on Google CES

Provide strong technical and strategic leadership, fostering a collaborative, high-performance, and client-centric team environment

Develop and implement training programs to ensure the team possesses the necessary skills and certifications in Google CES technologies

Manage resource allocation, project prioritization, and operational efficiency within the practice

Act as a trusted advisor to clients, understanding their business challenges and translating them into effective Google CES solutions

Lead client presentations, workshops, and solution demonstrations, effectively articulating the value proposition of our Google CES offerings

Collaborate closely with TELUS Digital's sales, marketing, and other delivery teams to ensure seamless go-to-market strategies and integrated client solutions

Qualification

Google CESAI/ML solutionsConversational AgentsNatural Language ProcessingCustomer ExperienceBusiness AcumenTeam LeadershipCommunication SkillsProblem Solving

Required

Bachelor's degree in Computer Science, Engineering, Business, or a related field

10+ years of progressive experience in technology consulting, digital transformation, or customer experience roles, with a strong focus on AI/ML solutions

5+ years of leadership experience building and scaling high-performing teams, ideally within a global consulting or professional services environment

Proven expertise and hands-on experience with Google Customer Engagement Services (formerly CCAI), including deep knowledge of:

Demonstrated track record of successfully delivering large-scale AI/ML projects for enterprise clients, particularly in the customer service domain

Strong understanding of contact center operations, customer journey mapping, and key customer experience metrics

Excellent business acumen with the ability to identify client needs, develop compelling value propositions, and drive revenue growth

Exceptional communication, presentation, and interpersonal skills, with the ability to engage effectively with executive-level stakeholders and technical teams

Proven ability to influence and collaborate across diverse internal and external stakeholders

Strategic thinker with a strong problem-solving orientation and the ability to navigate complex business challenges