Director, Genesys Practice & Advisory

About the role

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: Vancouver, BC, Toronto, ONT OR in a Work From Anywhere (Remote) capacity within Canada. 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 unde

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