Director, Zendesk (CCaaS)

TELUS Digital; Canada; Hybrid; CAD 120,000 - 170,000; Full time

Benefits offered by this job

Healthcare benefits

Retirement Savings Matching

Competitive PTO Policy

Annual performance bonus

Employee Assistance Program

Job summary

A leading digital consultancy seeks a Director for their Zendesk (CCaaS) practice. The ideal candidate will drive innovative implementations and partner with technology vendors to enhance customer experience. Responsibilities include P&L management, developing scalable delivery frameworks, and leading complex engagements with enterprise clients. Candidates should have 10+ years experience in contact center technology, strong leadership skills, and proven track records in practice leadership. A competitive salary package, including healthcare and performance bonuses, is offered.

Qualifications

• 10+ years of experience in contact center technology.
• Experience delivering Zendesk platform implementations preferred.
• 5+ years in practice leadership or P&L ownership.

Responsibilities

• Own P&L responsibility for the Zendesk practice.
• Develop and execute a practice strategy.
• Lead complex Zendesk engagements with enterprise clients.

Skills

Leadership

Communication

P&L management

Strategic thinking

Customer experience transformation

Project management

Education

Bachelor's degree

MBA or advanced degree

Tools

Zendesk

Amazon Connect

Job description

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 professional 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 fast‑paced environments.
• Bachelor’s degree required; MBA or advanced degree preferred.
• Zendesk certifications (e.g., Zendesk Support Admin Expert, Specialist for Talk, Chat, Guide) and Amazon Connect/AWS accreditations highly valued.
• Industry certifications (PMP, Lean Six Sigma) are a plus.
• Up to 50% travel required.

Benefits

• Healthcare benefits – Medical, Vision, Dental
• Retirement Savings Matching
• Competitive PTO Policy
• Employee Assistance Program (EAP)
• Life & Disability Insurance
• Annual performance bonus eligible
• Plus other benefits

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merit, competence and performance without regard to any characteristic related to diversity.

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