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TELUS Digital · 2 days ago

Director, Zendesk (CCaaS)

Columbus, OH

Full-time

Hybrid

Director/Executive

$132K/yr - $165K/yr

10+ years exp

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers. They are seeking a dynamic Practice Leader to build, scale, and lead their CCaaS practice with deep expertise in the Zendesk platform, driving the growth of consulting and implementation services while delivering exceptional client outcomes.

AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing

Responsibilities

Own P&L responsibility for the Zendesk practice, including revenue growth, margin optimization, and resource utilization

Develop and execute a practice strategy aligned with company objectives and market opportunities

Build scalable delivery frameworks, methodologies, and accelerators for Zendesk implementations, particularly for AI-powered Contact Center, and own AI outcomes across the Zendesk Resolution Platform

Partner with business development and marketing teams to create compelling go-to-market strategies and thought leadership content

Drive innovation through the development of proprietary IP, tools, and solutions that differentiate our Zendesk capabilities

Establish and maintain a strategic partnership with Zendesk, achieving premier partner status and co-selling opportunities

Lead complex, strategic Zendesk engagements with enterprise clients, serving as a trusted advisor to C-suite executives

Accountable for client satisfaction, project delivery excellence, and expansion of wallet share across managed accounts

Drive end-to-end CX transformation initiatives, including strategy, design, implementation, and optimization

Develop deep expertise in Zendesk and emerging capabilities, including AI, agents, copilots, messaging, workforce engagement, and omnichannel orchestration

Lead proposal development and solution architecture for major opportunities, clearly articulating value proposition and ROI

Build and maintain executive relationships with key clients, identifying expansion opportunities and ensuring long-term partnership success

Establish practice as a recognized thought leader in Zendesk and CX Transformation through speaking engagements, publications, and industry participation

Identify emerging trends in contact center technology, AI enablement, and customer experience to inform practice strategy

Demonstrate deep, hands-on expertise in Zendesk platform capabilities (architecture, integrations/CTI, routing, AI agents, WFM/QA) and translate that into practical solution designs and implementation innovation

Represent the firm in Zendesk partner ecosystem, industry forums, and client advisory boards

Drive market awareness through case studies, white papers, and demonstrations of measurable client outcomes

Recruit, develop, and retain top-tier talent with Zendesk platform expertise and CCaaS domain knowledge

Build comprehensive enablement programs, including technical certifications, solution training, and consulting skill development

Provide mentorship and career development for practice team members at all levels

Foster a culture of innovation, collaboration, and client excellence within the practice

Establish clear career paths and competency frameworks for CCaaS consultants and architects

Build high-performing teams by integrating diverse skills across technology, business consulting, and change management

Qualification

Zendesk expertiseAmazon Connect knowledgeCCaaS transformationP&L managementAI-enabled customer experienceCRM integrationStrategic partnershipsLeadership experienceChange leadershipBusiness acumenTeam developmentCommunication skillsProblem-solving

Required

10+ years of experience in contact center technology, including CRM integration, with experience delivering Zendesk platform implementations

Experience with Amazon Connect–based telephony and analytics, including how Zendesk Contact Center leverages Connect for voice, routing, and conversational AI

5+ years in practice leadership, business unit management, or P&L ownership within professional services or consulting

Proven track record leading large-scale CCaaS transformation programs ($5M+ engagements) from strategy through implementation

Deep contact center operations expertise, including routing, WFM/QA, agent experience design, deflection/self-service strategies, and omnichannel orchestration

Experience building and scaling professional services practices with demonstrated revenue growth and margin improvement

Experience developing reusable accelerators, templates, and solution patterns to scale Zendesk CCaaS delivery and reduce implementation timelines

Working knowledge of competitive CCaaS platforms and the ability to position Zendesk's differentiation in multi-vendor evaluations

Experience leading migrations from legacy CCaaS and CRM platforms, including data, routing, and telephony/CTI considerations

Exceptional leadership, communication, and executive presence with the ability to influence C-level stakeholders

Strategic thinking with the ability to translate market trends into actionable practice strategy and solution innovation

Strong business acumen, including P&L management, financial modeling, and resource optimization

Proven ability to build strategic partnerships and navigate complex vendor ecosystems

Results-driven with a track record of achieving aggressive growth targets while maintaining delivery excellence

Change leadership and ability to drive organizational transformation in fast-paced environments

Bachelor's degree required

Preferred

MBA or advanced degree preferred

Zendesk certifications, such as Zendesk Support Admin Expert and Specialist certifications for Talk (voice), Chat, and Guide (self-service) to be obtained or a plus

Amazon Connect technical and sales accreditations and AWS Certified Solutions Architect are highly valued

Additional certifications in related technologies (Salesforce, AWS, Azure, Assistive or Agentic platforms) are highly valued

Industry certifications (PMP, Lean Six Sigma) are a plus