Hiring: Manager, Delivery - CX AI Company: TELUS Digital Location: Boston, MA Job Posted Time: 2026-09-13 10:42:31 Employment Type: Hybrid Target Skills & Keywords : Agile, Change Management, Program Management, Project Management, SAFe, Scrum About the job Experience: •7+ years of experience in the software development industry in a role such as Technical Project Manager, Delivery Manager, Engagement Lead, or Program Manager. Required Skills: •Lead end-to-end delivery of business-critical contact center and customer experience technology solutions, including planning, design, implementation, testing, training, deployment, and structured handoff to client operations or support teams. •Own program-level governance for CCaaS engagements, including integrated project plans, dependency management across vendors and carriers, risk and issue management, change control, and delivery status reporting. •Provide strong program leadership to cross-functional, globally distributed onshore and offshore delivery teams, setting clear direction, expectations, and accountability while fostering collaboration and continuous improvement. •Champion effective communication by delivering timely and tailored updates for various internal audiences, including engineering teams, product managers, marketing partners, and C-level executives. Comfort in translating technical solutions for business and executive audiences is critical. •Drive and govern Agile and hybrid delivery lifecycles appropriate for CCaaS implementations, ensuring alignment across technology, telephony, and operational readiness milestones. •Plan and execute structured knowledge transfer and transition-to-sustainment activities between delivery teams and long-term operations or client support organizations, ensuring no-surprise handoffs and operational readiness. •Operate within structured release cadences and governance rituals, including weekly status reporting, release readiness reviews, production support escalation, and executive reporting to program sponsors. •Manage project-level budgets, forecasts, and financials, including resource planning, utilization tracking, and variance management, to ensure delivery within approved scope and funding. Qualifications: •Proven expertise in managing complex program dependencies, specifically across third-party vendors, telephony carriers, and internal technical teams to ensure seamless platform integration and cutover. •Strong financial acumen with experience tracking project budgets, managing resource utilization, and conducting variance analysis to ensure large-scale programs remain fiscally on track •Demonstrated empathy and confidence in managing complex software products with multiple internal stakeholders. •An experienced delivery leader who can assess, escalate, and communicate technical or process risks and issues across platforms and teams, partnering closely with architects and engineers. •An expert communicator who can run workshops and structured meetings to align internal stakeholders on enterprise business goals. •Demonstrated experience leading globally distributed delivery teams across onshore and offshore partner models and multiple time zones, with the ability to set cadence, quality bar, and ways of working consistently across locations. •Program and delivery certifications such as PMP, SAFe Agilist, Scrum Master, or ITIL are a plus. Compensation: •$100,000 - $160,000 / 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!