Director, Zendesk (CCaaS) Company: TELUS Digital 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 Zendesk Practice Leader for the CCaaS Practice 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 Zendesk platform, including its Amazon Connect–based contact center capabilities. This director-level role will drive the growth of our Zendesk 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 Zendesk to position our firm as a premier implementation partner in the market. The Strategic Priorities Build and scale a high-performing CCaaS practice focused on Zendesk powered by Amazon Connect, achieving revenue targets and margin goals Lead a native-first Zendesk for Contact Center strategy, supporting commercial activity, lighthouse wins, and migration paths from third-party premises or legacy CCaaS providers Establish thought leadership and market differentiation in Zendesk-powered contact center transformation and AI-enabled customer experience for enterprise customers with a focus on business outcomes and technical excellence on the platform. Develop strategic partnerships with Zendesk and complementary technology vendors (Amazon Connect) to expand market reach and solution capabilities Drive innovation in implementation methodologies, accelerators, and IP development to improve delivery efficiency and client outcomes Responsibilities Building our Company Own P L responsibility for the Zendesk practice, including revenue growth, margin optimisation, and resource utilisation 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 Focusing on Customers 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 optimisation 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 Leading our Market Establish practice as a recognised thought leader in Zendesk and CX Transformation through speaking engagements, publications, and industry participation Identify emerging trends in contact centre 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 Developing our People Recruit, develop, and retain top-tier talent with Zendesk platform expertise and CCaaS domain knowledge Build comprehensive enablement programmes, 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 Experience Expertise 10+ years of experience in contact centre technology, including CRM integration, with experience delivering Zendesk platform implementations preferred. Experience with Amazon Connect–based telephony and analytics, including how Zendesk Contact Centre 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 programmes ($5M+ engagements) from strategy through implementation Deep contact centre 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 Skills Competencies 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 modelling, and resource optimisation 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 organisational transformation in fast-paced environments Certifications Education Bachelor's degree required; 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 highly valued. Additional certifications in related technologies (Salesforce, AWS, Azure, Assistive or Agentic platforms) highly valued Industry certifications (PMP, Lean Six Sigma) are a plus Travel Up to 50% travel required to support client engagements, business development, and team collaboration. 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. We will only use the information you provide to process your application and to produce tracking statistics. Since we do not request personal data deemed sensitive, we ask you to abstain from sharing that information with us. For more information on how we use your information, see our Privacy Policy. What We'll Offer Healthcare benefits – Medical, Vision, Dental 401K matching Employee Share Purchase Plan Competitive PTO Policy Employee Assistance Program (EAP) Life Disability Insurance And more! 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 USD #J-18808-Ljbffr
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