Director, Amazon Connect

Who We Are

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 Amazon Connect Practice Leader 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 with deep expertise in the Amazon Connect platform. This director‑level role will drive the growth of our Amazon Connect consulting and implementation services, establishing thought leadership in contact center transformation while delivering exceptional client outcomes. The Practice Leader will be responsible for the practice P&L, talent development, solution innovation, and strategic partnerships with AWS to position our firm as a premier implementation partner in the market.

The strategic priorities of this role will be to :

• Build and scale a high‑performing CCaaS practice focused on Amazon Connect, achieving revenue targets and margin goals
• Establish thought leadership and market differentiation in Amazon Connect‑powered contact center transformation and AI‑enabled customer experience
• Develop strategic partnerships with AWS and complementary technology vendors to expand market reach and solution capabilities
• Drive innovation in CCaaS implementation methodologies, accelerators, and IP development to improve delivery efficiency and client outcomes

Responsibilities

Building our Company

Focusing on Customers

Leading our Market

Developing our People

Experience & Expertise

Certifications & Education

Travel

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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What We’ll Offer

In addition to a great culture and interesting work with opportunities for growth and development, this position is eligible for the following benefits :

Annual Performance Bonus

This position is eligible for an annual performance bonus based on personal, division / business unit, and company performance. The range displayed is only the annual base salary. To maintain equity across the business, annual performance bonus targets are determined by job level, not individual circumstances.

Individual base salaries are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job‑related reasons determined during the interview process. Salary bands are periodically reviewed and updated based on market changes, internal needs, and industry trends. To maintain pay equity for team members, TELUS Digital conducts regular compensation audits.

Annual Base Salary Range (Performance Bonus Eligible)

$132,000 - $165,000 CAD

(USA) Voluntary Demographic Questions

TELUS Digital knows incredible talent comes from all backgrounds. Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. We’re deeply committed to building teams that reflect the diversity of the populations we serve.

To ensure we’re reaching talent from all backgrounds, we invite applicants to complete the following VOLUNTARY demographic questions. For each question, you have the option to select "I do not wish to answer." Your responses will be processed separately from your application and will not be used in the hiring process or decision. We use this data (aggregate only) to assess and improve our hiring outreach and processes to better include and support individuals of all backgrounds.

TELUS Digital is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law.

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