Director, Genesys Practice & Advisory

About TELUS Digital

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.

Location

Our Director, Genesys Practice & Advisory for the CCaaS 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 on the Genesys Cloud CX platform. This director-level role combines practice leadership, client advisory, and delivery oversight - owning P&L, shaping go-to-market strategy, and establishing thought leadership in contact center transformation while delivering exceptional client outcomes. The Practice Leader will be responsible for overall practice performance, solution delivery, talent development, and strategic partnerships with Genesys to position TELUS Digital as a premier Genesys partner in the market.

The Strategic Priorities Of This Role Will Be To

• Build and scale a high-performing CCaaS practice on Genesys Cloud CX, achieving growth targets and margin goals across delivery and advisory services
• Drive innovation in implementation methodologies, accelerators, and IP development to improve delivery efficiency and client outcomes
• Lead a cloud-native Genesys Cloud CX strategy, supporting commercial activity, lighthouse wins, and migration paths from legacy on-premises and competitive CCaaS platforms
• Establish 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 client outcomes and delivery excellence
• Develop strategic partnerships with Genesys and complementary technology vendors to expand market reach and solution delivery capabilities

Responsibilities

Building our Company

• Own delivery governance and oversight across Genesys Cloud CX engagements, ensuring scalable, enterprise-ready solution design, implementation quality, and operational readiness
• Own P&L responsibility for the Genesys practice, including revenue growth, margin optimization, and resource utilization
• Develop and execute a practice strategy aligned with company objectives and market opportunities
• Build scalable delivery frameworks, methodologies, and accelerators for Genesys Cloud CX implementations, including digital engagement, WEM, and AI-powered capabilities
• Partner with business development, sales, and marketing teams to shape go-to-market strategies, support pursuits, and develop thought leadership content
• Drive innovation through the development of proprietary IP, tools, and solutions that differentiate our Genesys capabilities
• Establish and maintain a strategic partnership with Genesys, including partner tier progression and roadmap alignment

Focusing on Customers

• Own end-to-end platform strategy and delivery leadership for Genesys Cloud CX, from capability definition through in-life advisory, engaging directly with enterprise clients and C-suite stakeholders
• Accountable for client satisfaction, project delivery excellence, and expansion of wallet share across managed accounts
• Drive end-to-end CX transformation initiatives, including strategy, design, implementation, and optimization
• Drive Day 2 value realization through managed services, continuous optimization, and outcome measurement, ensuring clients achieve and sustain the business case committed during implementation
• Maintain 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 teams
• Advise on proposal development and solution architecture for major opportunities, providing practice perspective on value proposition, delivery approach, and ROI

Leading our Market

• Maintain 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 innovation
• Identify emerging trends in contact center technology, AI enablement, and customer experience to inform practice strategy
• Establish practice as a recognized thought leader in Genesys and CX transformation through speaking engagements, publications, and industry participation
• Represent TELUS Digital within the Genesys partner ecosystem, including AppFoundry partners, industry forums, and client advisory boards
• Drive market awareness through case studies, white papers, and demonstrations of measurable client outcomes

Developing our People

• Recruit, develop, and retain top-tier talent with Genesys platform expertise, delivery leadership, and CCaaS domain knowledge
• Build comprehensive enablement programs, including technical certifications, solution training, and consulting skill development
• Foster a culture of innovation, collaboration, and client excellence within the practice
• Establish clear career paths and competency frameworks for CCaaS consultants and architects
• Build high-performing teams by integrating diverse skills across technology, business consulting, and change management

Competencies

Experience & Expertise

• 10+ years of experience in contact center technology, including CRM integration, with demonstrated leadership of Genesys platform implementations and advisory engagements across enterprise environments
• 5+ years in delivery leadership, business unit management, or P&L ownership within professional services or consulting
• Proven track record leading large-scale CCaaS transformation programs from strategy and advisory through implementation and support
• Deep contact center operations expertise, including routing, WEM/QM, agent experience design, deflection/self-service strategies, and omnichannel orchestration
• Experience building and scaling professional services practices with demonstrated bookings growth, margin improvement, and utilization performance
• Experience developing reusable accelerators, templates, and solution patterns to scale Genesys CCaaS delivery and reduce implementation timelines
• Working knowledge of competitive CCaaS platforms and the ability to position Genesys's differentiation in multi-vendor evaluations

Skills & Competencies

• Exceptional leadership, communication, and executive presence with the ability to influence C-level stakeholders
• Strategic thinking with the ability to translate market trends into actionable practice strategy and solution innovation
• Strong business acumen, including P&L management, financial modeling, and resource optimization
• Proven ability to build strategic partnerships and navigate complex vendor ecosystems
• Results-driven with a track record of achieving aggressive growth targets while maintaining delivery and advisory excellence

Certifications & Education

• Bachelor's degree required; MBA or advanced degree preferred
• Genesys Cloud CX certifications preferred, including Genesys Cloud CX: Professional Certification; Architect and WEM certifications (WFM / QM) a plus
• Additional certifications in related technologies (Salesforce, Microsoft, Google Cloud, AWS, Assistive or Agentic platforms) are highly valued
• Industry certifications (PMP, Lean Six Sigma) are a plus

Travel

Up to 25% travel required to support client engagements, business development, and team collaboration.

Equal Opportunity 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.

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Key skills/competency

• Genesys Cloud CX
• CCaaS
• Contact Center Transformation
• P&L Management
• Go-to-Market Strategy
• Thought Leadership
• Client Advisory
• Delivery Oversight
• Talent Development
• Strategic Partnerships