Manager, Data Insights & Quality - Google CES Practice

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.

In January 2023, TELUS Digital acquired WillowTree, creating a combined firm with service offerings spanning Customer Experience and Digital Solutions.

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.

This role will operate remotely in the United States or Canada OR be based out of one of our major North American office locations - Charlottesville, VA, Durham, NC, Columbus, OH, and Boston, MA

TELUS Digital is seeking a Manager, Data Insights & Quality - Google CES to support the growth and delivery of our Google CES capabilities. This role is a key position within our Global AI team, responsible for supporting our solution delivery, and enabling exceptional client outcomes through the application of Google's AI technologies for customer engagement by ensuring data driven insights and KPIs are readily available.

You will play an important role in expanding our expertise in Conversational Agents, Agent Assist, and Conversational Insights, ensuring TELUS Digital continues to lead in AI-powered customer experience transformation through data-driven optimization and iterative improvements based on analytical insights. The role requires a combination of tactical execution, technical understanding of Google CES products, business acumen, data & analytics, and the ability to manage and mentor a team.

Responsibilities

Practice Support & Growth

• Execute components of the Google CES strategic roadmap within TELUS Digital's Global AI team, supporting adoption and measurable business impact
• Support senior leadership in identifying new opportunities and maintaining relationships with Google and client stakeholders
• Promote the adoption of Google CES solutions with a strong focus on implementing and utilizing Conversational Insights to extract actionable data from voice interactions
• Track and report on key performance indicators (KPIs) related to voice bot effectiveness, customer satisfaction, and containment rates, highlighting project progress and client impact through data-driven insights.

Solution Development & Innovation

• Stay current on Google CES advancements, generative AI, and NLP trends to recommend and integrate new capabilities
• Ensure delivery excellence and solution quality by applying best practices and proven technical approaches and continuously refine solutions based on performance data and customer feedback from voice bot interactions.
• Foster a culture of innovation and continuous improvement within the team

Team Management & Development

• Manage and develop a team of AI specialists, solution architects, and delivery professionals
• Provide technical and project guidance to ensure delivery success and professional growth
• Support training and certification programs for Google CES technologies
• Coordinate project prioritization and resource planning to maximize team effectiveness

Client Engagement & Partnership

• Serve as a key point of contact for clients, translating business challenges into effective Google CES solutions
• Support workshops, presentations, and solution demos that clearly articulate business value
• Collaborate with sales, marketing, and delivery teams to support go-to-market strategies and ensure seamless client delivery

Competencies

• Bachelor's degree in Computer Science, Engineering, Business, or related field
• 3+ years of experience in technology consulting, digital transformation, or customer experience, with exposure to AI/ML solutions
• 2–3 years of team management experience delivering technology projects
• Strong analytical skills with the ability to identify trends, anomalies, and optimization opportunities within large datasets generated by conversational AI platforms, especially voice bots.
• Working knowledge of Google Customer Engagement Services (formerly CCAI)
• Experience in data visualization and reporting tools to present actionable insights on voice bot performance to both technical and business stakeholders.
• Experience delivering AI/ML-powered customer engagement or contact center solutions
• Deep understanding of customer experience design, contact center operations, and the ability to analyze key CX metrics, particularly those derived from voice bot interactions, to drive improvements.
• Business acumen with the ability to identify opportunities and support growth initiatives
• Strong communication and presentation skills for both business and technical audiences
• Collaborative management style with the ability to work effectively across diverse stakeholders
• Problem-solver with a practical orientation and ability to manage client needs

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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