Director, Zendesk CCaaS & AI CX Transformation

TELUS Digital; Boston (MA); Hybrid; USD 132,000 - 165,000; Full time

Benefits offered by this job

Healthcare benefits – Medical, Vision, Dental

401K matching

Employee Share Purchase Plan

Competitive PTO Policy

Employee Assistance Program (EAP)

Life & Disability Insurance

Job summary

A leading digital consultancy is seeking a Director for the CCaaS practice focused on Zendesk. This role requires extensive experience in contact centre technology and leadership skills to drive growth and client satisfaction in a dynamic environment. Responsibilities include owning P&L, leading strategy development, and ensuring exceptional project delivery. Candidates should have a strong background in business consulting, technology partnerships, and a commitment to driving customer experience excellence. The position is remote or hybrid based in Boston, MA.

Qualifications

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

Responsibilities

• Own P&L responsibility for the Zendesk practice.
• Build scalable delivery frameworks for Zendesk implementations.
• Lead complex Zendesk engagements with enterprise clients.

Skills

Leadership

Strategic thinking

Business acumen

Communication

Customer experience knowledge

Education

Bachelor’s degree

MBA or advanced degree

Tools

Zendesk

Amazon Connect

Job description

A leading digital consultancy is seeking a Director for the CCaaS practice focused on Zendesk. This role requires extensive experience in contact centre technology and leadership skills to drive growth and client satisfaction in a dynamic environment. Responsibilities include owning P&L, leading strategy development, and ensuring exceptional project delivery. Candidates should have a strong background in business consulting, technology partnerships, and a commitment to driving customer experience excellence. The position is remote or hybrid based in Boston, MA.