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 & FlexibilityOur 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 OpportunityTELUS 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.ResponsibilitiesManaged Services Delivery & Customer SuccessDeliver billable managed services for Zendesk and Zendesk Contact Center, focused on platform health, adoption, and measurable outcomesManage a portfolio backlog of optimization, maintenance, and enhancement requests, including intake, scoping, prioritization, and progress updatesRespond to reactive requests while providing proactive recommendations to improve performance and adoptionCoordinate escalations and high-impact issues, communicating clearly and driving resolution to maintain customer confidenceSupport Operations Advisory & OptimizationLead discovery and needs assessments to understand support goals, pain points, and constraintsAdvise clients on best practices across ticket lifecycle, SLAs, routing, escalation, and agent workflowsTranslate operational recommendations into practical platform changes and process improvementsZendesk Administration & ConfigurationConfigure and optimize Zendesk capabilities across Support, Guide, Messaging, and voice or contact center workflowsBuild and maintain workflows using Zendesk configuration tools such as triggers, automations, views, macros, and formsManage configuration changes with testing, validation, and clear documentationAI Adoption & Resolution AccelerationDrive adoption and optimization of Zendesk AI capabilities, including Copilot, AI Agents, automation, and QA featuresImprove assisted resolution through AI-supported summaries, suggested replies, and agent guidanceImprove automated resolution through effective bot experiences, containment, and handoff to agentsMonitor AI performance and quality, then tune workflows and knowledge sources to improve results over timeAI Expert Advisory EngagementsDeliver billable AI expert advisory engagements that help clients define use cases, success metrics, and an AI adoption roadmapProvide phased guidance across AI rollout, expansion, and ongoing optimization to improve automated and assisted resolutionProduce clear recommendations and action plans, and track progress against agreed outcomesReporting, Analytics & Support InsightsBuild and maintain dashboards and reporting to track volume, backlog, resolution performance, and key support KPIsAnalyze ticket and CSAT data to identify trends, root causes, and improvement opportunitiesProvide clear recommendations and stakeholder updates based on data and observed outcomesEnablement, Documentation & Change AdoptionDeliver training and workshops for admins, leaders, and agents to support adoption of new workflows and AI featuresCreate and maintain practical documentation including runbooks, playbooks, and configuration notesImprove self-service and knowledge by assessing Help Center performance and recommending content updatesIntegrations & Technical Troubleshooting (Partner with Engineering)Troubleshoot issues across configuration, routing, APIs, and webhooks, and coordinate escalation to engineering when neededSupport integration discovery and requirements, and assist with testing and validationDocument incidents, root cause findings, and remediation steps to prevent repeat issuesQualificationsBachelor’s degree in Business, Computer Science, Engineering, or equivalent practical experience3+ years in customer success, managed services, CRM/contact center consulting, or support operations roles with hands-on Zendesk responsibilityZendesk Expertise: Proven experience configuring and optimizing the Zendesk Suite (workflows, routing, roles/permissions, Guide/knowledge, and reporting); experience with Zendesk Contact Center is an assetAI 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 resolutionSupport Operations Knowledge: Strong understanding of support processes and metrics, including ticket lifecycle, SLAs, knowledge management, and omnichannel operationsTechnical 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 customersCommunication and Client Management: Strong stakeholder management and written communication skills; able to build trusted relationships with both technical teams and senior leadersBonus PointsZendesk Certifications: Zendesk Certified Support Administrator and/or other relevant Zendesk certificationsManaged Services Experience: Experience supporting a portfolio of customers, balancing competing priorities, and delivering outcomes within subscription-based or hours-based servicesAI Advisory Experience: Experience delivering structured AI advisory engagements, success plans, and optimization roadmaps tied to measurable outcomesIntegrations (Partnered): Familiarity with REST APIs, webhooks, and middleware; able to support discovery and troubleshooting while partnering with engineering for complex buildsPlatform 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 audiencesEqual Opportunity EmployerAt 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 .