CX Solutions Architect: Zendesk & CX Lead

SuccessCX - Awarded Partner of the Year 2025; Melbourne; Hybrid; AUD 85.000 - 100.000; Vollzeit

Benefits dieser Stelle

Hybrid work

Travel to Melbourne CBD

Salary 85k–100k AUD

Zusammenfassung

SuccessCX is seeking an experienced CX leader to drive client projects from discovery through implementation, aligning business goals with Zendesk configurations.

The role emphasizes deep contact centre knowledge, stakeholder engagement, and practical solutions. Expect hybrid work with regular client workshops in Melbourne, and a focus on delivering measurable customer experience improvements.

Qualifikationen

• 3+ years in contact centre leadership or a core role supporting contact centre operations.
• Essential contact centre leadership experience.
• Excellent communication and presentation skills for technical and non-technical audiences.
• Strong stakeholder management and emotional intelligence.
• Experience with Zendesk as admin, power user, or operational lead.
• Admin level Zendesk with at least 2 years hands-on platform management.
• Ability to translate business requirements into practical solutions.
• Comfort with ambiguity and goal/outcome-focused discussions.

Aufgaben

• Lead discovery workshops with client leadership and map business goals to Zendesk-based solutions.
• Facilitate product training, workshops, demonstrations, and stakeholder presentations.
• Support implementations and workflow configuration to meet tactical and strategic goals.
• Advise on scaling support operations and customer experience improvements.
• Clarify objectives in ambiguous situations and translate them into concrete actions.

Kenntnisse

Contact centre leadership

Stakeholder management

Communication

Presentation skills

Change management

Ambiguity framing

Tools

Zendesk Admin

Zendesk power user

Jobbeschreibung

Are you a contact centre leader who loves the buzz of helping teams succeed, but craves a different environment and more variety in your workday? This is your chance to take everything you've learned about leading support operations and share it with some of Australia and New Zealand's most recognisable brands. If you want to mix people, process, and technology — with a strong focus on Zendesk — then this role could be the perfect next step.

Key Responsibilities

No two days will look the same. One day you might be running a discovery workshop with a client's leadership team, the next you could be mapping workflows, or helping configure Zendesk features so they support how agents work. You'll spend your time connecting high-level business goals with practical solutions, making sure our customers can see the tangible value of the platform.

• Bring your contact centre experience to partner with clients and understand their strategy, define business goals and how to leverage Zendesk (and other systems) to enable them. You are more than a technical resource.
• Facilitate product training, workshops, demonstrations and general presentations for a range of stakeholders.
• Support implementations and workflow configuration, ensuring your projects meet both tactical and strategic goals.
• Advise on best practices for scaling support operations, addressing operational improvement opportunities and customer experience.
• Bring clarity to situations where objectives are intangible, ambiguous, or high-level.

What we're looking for

• Minimum 3+ years in contact centre leadership, consulting, or a core role in support of contact centre operations (required). You must display a working understanding of all facets of the contact centre, primarily customer-facing and roles/functions in support of a frontline team.
• Contact centre leadership experience is essential for this role.
• Excellent communication and presentation skills, able to engage both technical and non-technical audiences.
• Strong stakeholder management skills and the ability to influence decision-making. Highly developed emotional intelligence qualities are crucial to the success of this role.
• Learn and evolve. The industry and products move fast. You will need to keep on top of the latest trends and updates to help inform our customers.
• Experience with Zendesk as an admin, power user, or operational lead (other CX platforms a plus) (required).
• Admin level Zendesk experience with at least 2 years of hands-on platform management is required.
• Demonstrated ability to translate business requirements into practical solutions.
• Comfort working with ambiguity and framing discussions around goals and outcomes, not just features.

What’s on offer

You’ll join a small but growing team where your ideas matter and your experience is valued. We promise variety — you won’t be stuck in BAU mode. Instead, you’ll be working with a range of clients and industries, helping shape their customer experience strategies. The role is hybrid, with flexibility to work from home, but you’ll also need to travel into Melbourne CBD semi-regularly for client workshops and meetings.

Salary range is $85k–$100k depending on experience. Along the way you’ll develop your technical and strategic CX skills, build a portfolio of successful projects, and see the impact of your work across some of the region’s most iconic brands.

We’re looking to fill this role ASAP. The process will typically involve 3–4 interviews, including role plays to simulate client conversations and a technical aptitude test with Zendesk. This ensures we see both your communication style and your ability to apply the platform in practical ways.

Office

Our office is located near QV, in Melbourne CBD. As this is a hybrid role the expectation is to be in the office 2-5 days per week. Working from home will require a high speed internet connection to ensure smooth client calls.