Director, Zendesk (CCaaS) role at TELUS Digital

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Overview

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award‑winning digital product consultancy, we design and deliver transformative customer experiences through cutting‑edge technology, agile thinking, and a people‑first culture.

Location – Hybrid or Remote within the US. Offices: Charlottesville, VA; Durham, NC; Columbus, OH; Boston, MA.

Strategic Priorities

- Build and scale a high‑performing CCaaS practice powered by Zendesk and Amazon Connect, achieving revenue and margin targets.
- Lead a native‑first Zendesk Contact Center strategy, supporting commercial activity and lighthouse wins.
- Establish thought leadership and market differentiation in Zendesk‑powered contact center transformation and AI‑enabled customer experience for enterprise customers.
- Develop strategic partnerships with Zendesk and complementary technology vendors to expand market reach.
- Drive innovation in implementation methodologies, accelerators, and IP development to improve delivery efficiency and client outcomes.

Responsibilities

- 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.
- 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.
- 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.
- Lead proposal development and solution architecture for major opportunities, clearly articulating value proposition and ROI.
- 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.
- Foster a culture of innovation, collaboration, and client excellence within the practice.

Qualifications

- 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 skilled 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.
- 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 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

📌 Director, Zendesk (Canada)
🏢 TELUS Digital
📍 Canada