Zendesk Customer Success Consultant - US, External

TELUS Digital

5d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
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
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
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
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
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