telus-digital - Zendesk Customer Success Consultant - US, External
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Requirements
• Bachelor’s degree in Business, Computer Science, Engineering, or equivalent practical experience • 3+ years in customer success, managed services, CRM/contact center consulting, or support operations roles with hands-on Zendesk responsibility • Zendesk Expertise: Proven experience configuring and optimizing the Zendesk Suite (workflows, routing, roles/permissions, Guide/knowledge, and reporting); experience with Zendesk Contact Center is an asset • AI and Automation: Experience driving adoption and optimization of Zendesk AI capabilities such as Copilot, AI Agents, and QA features, with a focus on improving assisted and automated resolution • Support Operations Knowledge: Strong understanding of support processes and metrics, including ticket lifecycle, SLAs, knowledge management, and omnichannel operations • Technical Aptitude: Comfortable troubleshooting configuration and integration issues, reading API logs, and working with JSON (basic HTML/CSS/JavaScript and XML are a plus) • Consulting and Delivery Skills: Ability to lead discovery, translate business problems into practical recommendations, scope and estimate work, and manage a prioritized backlog across customers • Communication and Client Management: Strong stakeholder management and written communication skills; able to build trusted relationships with both technical teams and senior leaders • Zendesk Certifications: Zendesk Certified Support Administrator and/or other relevant Zendesk certifications • Managed Services Experience: Experience supporting a portfolio of customers, balancing competing priorities, and delivering outcomes within subscription-based or hours-based services • AI Advisory Experience: Experience delivering structured AI advisory engagements, success plans, and optimization roadmaps tied to measurable outcomes • Integrations (Partnered): Familiarity with REST APIs, webhooks, and middleware; able to support discovery and troubleshooting while partnering with engineering for complex builds • Platform Breadth: Experience with other CRM/CCaaS platforms (e.g., Salesforce Service Cloud, Microsoft Dynamics, Genesys, Five9, Amazon Connect) • Facilitation: Strong workshop and training facilitation skills for admins, agents, and leadership audiences
Responsibilities
• Managed Services Delivery & Customer Success • Deliver billable managed services for Zendesk and Zendesk Contact Center, focused on platform health, adoption, and measurable outcomes • Manage a portfolio backlog of optimization, maintenance, and enhancement requests, including intake, scoping, prioritization, and progress updates • Respond to reactive requests while providing proactive recommendations to improve performance and adoption • Coordinate escalations and high-impact issues, communicating clearly and driving resolution to maintain customer confidence • Support Operations Advisory & Optimization • Lead discovery and needs assessments to understand support goals, pain points, and constraints • Advise clients on best practices across ticket lifecycle, SLAs, routing, escalation, and agent workflows • Translate operational recommendations into practical platform changes and process improvements • Zendesk Administration & Configuration • Configure and optimize Zendesk capabilities across Support, Guide, Messaging, and voice or contact center workflows • Build and maintain workflows using Zendesk configuration tools such as triggers, automations, views, macros, and forms • Manage configuration changes with testing, validation, and clear documentation • AI Adoption & Resolution Acceleration • Drive adoption and optimization of Zendesk AI capabilities, including Copilot, AI Agents, automation, and QA features • Improve assisted resolution through AI-supported summaries, suggested replies, and agent guidance • Improve automated resolution through effective bot experiences, containment, and handoff to agents • Monitor AI performance and quality, then tune workflows and knowledge sources to improve results over time • AI Expert Advisory Engagements • Deliver billable AI expert advisory engagements that help clients define use cases, success metrics, and an AI adoption roadmap • Provide phased guidance across AI rollout, expansion, and ongoing optimization to improve automated and assisted resolution • Produce clear recommendations and action plans, and track progress against agreed outcomes • Reporting, Analytics & Support Insights • Build and maintain dashboards and reporting to track volume, backlog, resolution performance, and key support KPIs • Analyze ticket and CSAT data to identify trends, root causes, and improvement opportunities • Provide clear recommendations and stakeholder updates based on data and observed outcomes • Enablement, Documentation & Change Adoption • Deliver training and workshops for admins, leaders, and agents to support adoption of new workflows and AI features • Create and maintain practical documentation including runbooks, playbooks, and configuration notes • Improve self-service and knowledge by assessing Help Center performance and recommending content updates • Integrations & Technical Troubleshooting (Partner with Engineering) • Troubleshoot issues across configuration, routing, APIs, and webhooks, and coordinate escalation to engineering when needed • Support integration discovery and requirements, and assist with testing and validation • Document incidents, root cause findings, and remediation steps to prevent repeat issues
Benefits
• Estimated Base Salary $97,971 – $132,549 • Offers Bonus • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please enter your full legal name • Where are you currently located? • or drag and drop here • Prefer not to say • Not represented here • Another Gender Identity • Prefer not to say • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Prefer not to say • Person with disability • Refugee or immigrant • None of the above • Prefer not to say • I acknowledge that I have reviewed and agree to TELUS Digital's Recruiting Privacy Policy regarding the processing of my personal data for recruitment purposes. • Note: The consent period lasts for 2 years • Recruiting Privacy Policy
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