Director, Zendesk; CCaaS

Director, Zendesk (CCaaS) role at TELUS Digital

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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.

• 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.

• 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.

• 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…