[Hiring] Zendesk Customer Success Consultant @TELUS Digital

Role Description

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.
• Lead post-go-live support and optimization by triaging issues, identifying root causes, implementing configuration enhancements, and advising on best practices.
• Enable teams through documentation, training, and change adoption.
• Focus on AI adoption and optimization to increase automated and assisted resolution.
• Drive adoption and operational excellence for Zendesk AI, leveraging capabilities such as Copilot, automation, bots, and QA features.

Responsibilities

• Managed Services Delivery & Customer Success:
  • Deliver billable managed services for Zendesk and Zendesk Contact Center.
  • Manage a portfolio backlog of optimization, maintenance, and enhancement requests.
  • Respond to reactive requests while providing proactive recommendations.
  • Coordinate escalations and high-impact issues.
• Support Operations Advisory & Optimization:
  • Lead discovery and needs assessments.
  • Advise clients on best practices across ticket lifecycle, SLAs, routing, escalation, and agent workflows.
  • Translate operational recommendations into practical platform changes.
• Zendesk Administration & Configuration:
  • Configure and optimize Zendesk capabilities.
  • Build and maintain workflows using Zendesk configuration tools.
  • Manage configuration changes with testing, validation, and clear documentation.
• AI Adoption & Resolution Acceleration:
  • Drive adoption and optimization of Zendesk AI capabilities.
  • Improve assisted resolution through AI-supported summaries and suggested replies.
  • Monitor AI performance and quality, tuning workflows and knowledge sources.
• AI Expert Advisory Engagements:
  • Deliver billable AI expert advisory engagements.
  • Provide phased guidance across AI rollout and ongoing optimization.
  • Produce clear recommendations and action plans.
• Reporting, Analytics & Support Insights:
  • Build and maintain dashboards and reporting.
  • Analyze ticket and CSAT data to identify trends and improvement opportunities.
  • Provide clear recommendations and stakeholder updates.
• Enablement, Documentation & Change Adoption:
  • Deliver training and workshops for admins, leaders, and agents.
  • Create and maintain practical documentation.
  • Improve self-service and knowledge by assessing Help Center performance.
• Integrations & Technical Troubleshooting:
  • Troubleshoot issues across configuration, routing, APIs, and webhooks.
  • Support integration discovery and requirements.
  • Document incidents, root cause findings, and remediation steps.

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.
• Proven experience configuring and optimizing the Zendesk Suite.
• Experience driving adoption and optimization of Zendesk AI capabilities.
• Strong understanding of support processes and metrics.
• Comfortable troubleshooting configuration and integration issues.
• Ability to lead discovery and translate business problems into practical recommendations.
• Strong stakeholder management and written communication skills.

Bonus Points

• Zendesk Certified Support Administrator and/or other relevant Zendesk certifications.
• Experience supporting a portfolio of customers.
• Experience delivering structured AI advisory engagements.
• Familiarity with REST APIs, webhooks, and middleware.
• Experience with other CRM/CCaaS platforms.
• Strong workshop and training facilitation skills.

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.