Zendesk Customer Success Consultant - US, External

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, Africa, 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 & Flexibility

Our Zendesk Customer Success Manager will be an integral part of our CX Platforms Team 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 from within the U.S.

The Opportunity

TELUS Digital is seeking an exceptional Zendesk Customer Success Consultant (AI & Support Ops) to help clients accelerate value from their Zendesk and Zendesk for Contact Center solutions. This role requires deep Zendesk expertise, a customer-centric consulting approach, and the ability to deliver hands-on configuration and practical solutions in a fast-paced, agile environment. This is primarily a managed services and post-go-live optimization role, with the opportunity to lead AI expert advisory engagements as part of our services.

As part of our customer success, managed services, and support operations consulting team, you will partner with client stakeholders and TELUS Digital delivery teams to optimize Zendesk solutions after go-live. You will lead post-go-live support and optimization by triaging issues, identifying root causes, implementing configuration enhancements, and advising on best practices to improve efficiency, agent experience, and resolution outcomes. You will also enable teams through documentation, training, and change adoption.

A core focus of this role is AI adoption and optimization to increase automated and assisted resolution. You will accelerate customers’ time to value by driving adoption and operational excellence for Zendesk AI, from initial deployment through scale, leveraging capabilities such as Copilot, automation, bots, and QA features to increase productivity, improve resolution rates, and enhance self-service and reporting.

This role also supports TELUS Digital’s AI advisory offerings, providing phased guidance and ongoing optimization for Zendesk AI Agents and/or Zendesk Copilot. This role is ideal for someone passionate about improving customer experiences and energized by continuous optimization of Zendesk and AI-enabled support operations.

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
    

Qualifications

• 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
  

Bonus Points

• 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
  

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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