Director, Zendesk (CCaaS)

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.

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. 

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 of this role will be to:

• 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

Building our Company

• 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

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 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

Leading our Market

• 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

Developing our People

• 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

Experience & Expertise

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

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 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

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 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

Travel

• Up to 50% travel required to support client engagements, business development, and team collaboration. 

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