Basic Information

Ref number


Last day to apply


Primary Location

Home Office - United States

Description and Requirements



Create and deliver the model for a consultative product management CCaaS practice across Canada, the United States and wider global locations.

Identify & assess new business opportunities to drive differentiated, compelling, profitable CCaaS offerings, leveraging your deep experience & industry knowledge.

Design and lead new revenue generating professional consulting services specific to the CCaaS environment and integrations including with Service Desk/ Employee Experience, Workforce Management solutions and environments.

Develop detailed financial analysis, business cases and scenario modeling against current state and/or recommended products strategy for the CCaaS Consultancy practice.

Present concepts, recommendations, and strategy to stakeholders and leadership to obtain business investment and value chain congruence for the product/service line.

Advise and consult cross-functional/ cross-business stakeholders for initiatives that span technology domains (people, business process, applications, infrastructure and operations).

Lead the practice and set the standard for product planning and design to ensure the product is differentiated from competitors in the marketplace.

Provide end to end Product accountability; including product/service concept, design & lifecycle; working across stakeholder groups, cross-functional teams, partners and vendors.

Provide end to end business accountability; including understanding the entire value chain, associated revenues/costs, as well as remedial & enhancement activities, for your service line by engaging and orchestrating the go-to-market and service delivery teams, staying involved through the entire lifecycle of the product/service, working closely with product development and operations team from product initiation to delivery, and to eventual product retirement.

Contribute to the TI digital solutions roadmap and pricing strategy; address key market and competitive dynamics; align to corporate objectives, operations capabilities, and service evolution priorities.

Achieve revenue, profitability and customer success targets for products and service lines under management; regularly review and improve the performance metrics.

Required Knowledge:

A proven track record of consultative product management success in the CCaaS marketplace in Canada / North America.

Demonstrated deep knowledge of information technology and outsourcing industry, including contact centre platforms, products and services, service desk environments, evolving cloud computing ecosystems, digital solutions, deployment models & related managed services.

Strong understanding of consultative product management best practices, including product lifecycle management and sources of competitive advantage for service providers.

Tenured business acumen and understanding of key financial performance drivers, sales/marketing strategy, customer experience, and consultancy lead product and professional services sales.

Required Skills & Abilities:

Applicants most likely to thrive will display the following traits and skills:

Possess an innate business-ownership mentality taking full accountability, while developing & growing your business.

Proven ability to manage a portfolio of projects.

Strong ability to work as part of a virtual global team, with shared objectives, priorities and goals.

Must be self-motivated with pro-active attitude and high enthusiasm.

Strong time management skills while maintaining high attention to detail, and prioritizing work and deliverable achievement.

Strong interpersonal skills including ability to create clarity & communicate complex concepts to technical and non-technical stakeholders.

Ability to deal with ambiguity and handle escalations & obstacles positively.

Demonstrated history of creativity, innovation and solid problem solving.

Desired Professional Designation/Certification:

Bachelor’s degree required.  MBA is an asset; however, a proven track record of delivery and execution is equally valid.

Marketing, Business, Technical or Management certifications and/or professional designations, are an asset. (e.g. ITIL, Six Sigma, Pragmatic, AWS, GCP,)

Desired Experience:

15+ years experience in the information technology outsource or telecommunications industry in commercial product management and consultancy / business development

TELUS Values:

TELUS International recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values: 

  • We passionately put our customers and communities first
  • We embrace change and innovate courageously
  • We grow together through spirited teamwork 

At TELUS International, we are committed to diversity and equitable access to employment opportunities based on ability. 

Additional Job Description

We are seeking to hire an experienced Director, Product Management based in Canada or the United States, to create, lead and develop a Product Management Consultancy Program for our Contact Centre as a Service (CCaaS) practice. The position will report directly to the Senior Director of Product Management & Architecture. The scope and objective of this new role and function is to identify and grow targeted CCaaS product and consultancy revenues and create the framework for consultancy lead CCaaS product portfolio expansion including professional services and engagements. The candidate will work closely with clients, account teams, product marketing, marketing communications, pre-sales engineering, operations, solutions and service delivery teams. We seek a senior consultative product leader with direct experience in successful business model development with CCaaS platform technologies to drive scalable value and exceptional customer experiences.