CCaaS Success Architect

Zendesk Pty Ltd (Australia); Australia; Hybrid; AUD 110,000 - 150,000; Full time

Job summary

Zendesk is seeking a Contact Center Success Specialist to drive adoption and ROI of the CCaaS platform across enterprise customers. This cross‑functional advisory role within Customer Success partners with Core CSMs, Professional Services, Sales and Product to deliver measurable outcomes.

Lead workshops and quarterly reviews, translate analytics into improvements in routing, IVR and agent experience, and support renewals through demonstrated value and growth opportunities.

Qualifications

• 5+ years of experience in Customer Success, Professional Services, or Technical Account Management in enterprise SaaS, preferably in Contact Center or CCaaS platforms.
• Deep understanding of contact center operations and KPIs (e.g., AHT, FCR, CSAT, occupancy, cost-to-serve) and ability to translate platform capabilities into operational improvements.
• Proven track record of driving adoption of SaaS platforms, preferably in customer engagement or contact center technology.
• Strong consultative and advisory skills; ability to engage credibly with CX executives, service operations leaders, and technical admins.
• Ability to explain and demonstrate the business value of CCaaS to both technical and non-technical stakeholders.
• Strong interpersonal and influencing skills across levels and functions, both within the customer’s organization and internally at Zendesk.
• Familiarity with leading CCaaS technologies, AI in contact centers, and customer success tools (e.g., Gainsight).
• Knowledge of AWS technologies and Amazon Connect would be viewed favorably.
• Bachelor’s degree in business, information systems, or a related field preferred.

Responsibilities

• Be the Contact Center product expert and help customers implement routing, IVR, analytics, and AI-infused experiences.
• Lead outcome-driven engagements, workshops, and health checks to ensure value realization.
• Embed contact center expertise into account success plans with Core CSMs.
• Partner with Professional Services during onboarding to define objectives and time-to-value.
• Surface insights and feedback to Product, Engineering, and GTM to influence roadmaps.
• Connect adoption to ROI to reinforce renewal and expansion discussions.
• Collaborate with Sales, Renewals, and Services to identify opportunities and mitigate risks.
• Prepare and deliver Quarterly Business Reviews focusing on ROI.

Skills

CCaaS expertise

Contact center KPIs

SaaS adoption

Consultative skills

Business value

Influencing skills

CCaaS AI familiarity

AWS knowledge

Bachelor degree

Education

Bachelor’s degree in business or information systems

Tools

Gainsight

Amazon Connect

AWS technologies

Job description

Zendesk is seeking a Contact Center Success Specialist to drive adoption and ROI of the CCaaS platform across enterprise customers. This cross‑functional advisory role within Customer Success partners with Core CSMs, Professional Services, Sales and Product to deliver measurable outcomes.

Lead workshops and quarterly reviews, translate analytics into improvements in routing, IVR and agent experience, and support renewals through demonstrated value and growth opportunities.