Hiring: Associate Principal, CX Application Strategy Company: TELUS Digital Location: Columbus, OH Job Posted Time: 2026-09-10 11:38:43 Employment Type: Remote Target Skills & Keywords : Agile, LLM, Product Strategy, Twilio, Zendesk About the job Experience: •5-10 years of experience in management consulting, digital/product strategy, or a pre-sales/solutions engineering role, ideally within a high-growth tech or AI-forward environment. •6 years of highly relevant experience) who understands the modern AI ecosystem (Conversational AI, LLMs, AI Agents) and can translate those capabilities into high-impact business outcomes. •10 years of experience in management consulting, digital/product strategy, or a pre-sales/solutions engineering role, ideally within a high-growth tech or AI-forward environment. Required Skills: •We are seeking an agile, forward-thinking •Associate Principal, CX Application Strategist •, to drive digital and AI transformation initiatives across our global contact center operations. •Bridge Strategy & Technology: Act as a strategic bridge between business goals and AI capabilities, defining UX features, AI agent-assist tools, and the success metrics for modern deployments. •Strategic Prototyping: Move clients beyond theoretical frameworks by designing AI-driven CX strategies and advising on pilot programs and implementation readiness. •Build Business Cases: Partner with Product, CCaaS, and Data & AI teams to design high-level architecture visions and build functional, strategic business cases for both modern AI tools and foundational contact center tech. •Drive Value: Identify, quantify, and prioritize tech/AI opportunities to radically enhance the customer experience, improve operational agility, and drive ROI. •Shape the Roadmap: Provide continuous, hands-on input into the CX Product roadmap, feeding new, cutting-edge product features back into CX strategy engagements. Qualifications: •Tech Stack Fluency: Proficient in modern contact center ecosystems as an operator and/or implementation lead. Experience with foundational CCaaS (Zendesk, Amazon Connect, Twilio, Intercom, or NiCE) is preferred, coupled with a strong understanding of emerging Conversational AI, GenAI agents, and LLM integrations. •The "Builder" Mindset: You thrive in ambiguity, move with velocity, and possess the agility to translate highly technical AI concepts into clear, actionable business strategies for non-technical stakeholders. •Analytical Rigor: Strong strategic and analytical skills, with a proven ability to quantify the business value and ROI of tech/AI solutions. •Executive Communication: Excellent verbal and written communication skills; you can effortlessly pivot from a technical architecture discussion to an executive board presentation. •Curiosity: Deep intellectual curiosity and a genuine passion for the ‘latest and greatest’ improvements in digital CX and AI. Compensation: •$140,000 - $200,000 / year •Flexible work environment (work from home / hybrid options) Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!