Contact Center Success Advisor — Remote

Zendesk, Inc.; Australia; Hybrid; AUD 120,000 - 160,000; Full time

Job summary

Zendesk, Inc. is seeking a Contact Center Success Specialist to drive adoption and measurable value from Zendesk’s CCaaS platform. You will partner with CSMs, Professional Services, and Sales to ensure customers realize ROI and renewals through data-driven engagements.

This role supports executives, operations leaders, and IT teams, aligning CCaaS capabilities with the broader CX strategy.

Qualifications

• 5+ years in Customer Success, Professional Services, or Technical Account Management in enterprise SaaS (CCaaS preferred).
• Proven ability to translate platform capabilities into operational improvements.
• Strong advisory skills with CX executives and service operations leaders.

Responsibilities

• Drive adoption and outcomes for CCaaS capabilities such as routing, IVR, analytics, and AI-infused experiences.
• Partner with CSMs to embed contact center expertise in account success plans.
• Collaborate with Professional Services during onboarding to define objectives and time-to-value.
• Act as voice of the customer, surfacing insights to Product, Eng and GTM teams.
• Link adoption to measurable ROI to support renewals and expansion discussions.
• Collaborate with Sales, Renewals, and Services to identify opportunities and mitigate risks.

Skills

Customer success

Executive engagement

Consultative advisory

Technical admins

Education

Bachelor’s degree in business or information systems

Tools

Gainsight

AWS

Amazon Connect

Job description

Zendesk, Inc. is seeking a Contact Center Success Specialist to drive adoption and measurable value from Zendesk’s CCaaS platform. You will partner with CSMs, Professional Services, and Sales to ensure customers realize ROI and renewals through data-driven engagements.

This role supports executives, operations leaders, and IT teams, aligning CCaaS capabilities with the broader CX strategy.