Director, Zendesk; CCaaS

Position: Director, Zendesk (CCaaS)
Boston, Massachusetts, United States;
Charlottesville, Virginia, United States;
Columbus, Ohio, United States;
Durham, North Carolina, United States;
Remote, US

Who We Are

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS , one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting‑edge technology, agile thinking, and a people‑first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end‑to‑end expertise across eight core service areas:
Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in‑store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi‑billion‑dollar parent company.

Location

Our Zendesk Practice Leader for the CCaaS Practice will be an integral part of our business at TELUS Digital. This role will have the option to be in a Work From Near (Hybrid) capacity based out of one of the following offices:
Charlottesville, VA, Durham, NC, Columbus, OH, or Boston, MA, OR in a Work From Anywhere (Remote) capacity within the US.

The Opportunity

We are seeking a dynamic Practice Leader to build, scale, and lead our CCaaS practice with deep expertise in the Zendesk platform. This director‑level role will drive the growth of our Zendesk consulting and implementation services, establishing thought leadership in contact center transformation while delivering exceptional client outcomes. The Practice Leader will be responsible for the practice P&L, talent development, solution innovation, and strategic partnerships with Zendesk to position our firm as a premier implementation partner in the market.

The strategic priorities of this role will be to:

• Build and scale a high‑performing practice focused on Zendesk, achieving revenue targets and margin goals

• Lead a native‑first Zendesk for Contact Center strategy, supporting commercial activity, lighthouse wins, and migration paths from third‑party premises or legacy CCaaS providers

• Establish thought leadership and market differentiation in Zendesk‑powered contact center transformation and AI‑enabled customer experience for enterprise customers with a focus on business outcomes and technical excellence on the platform.

• Develop strategic partnerships with Zendesk and complementary technology vendors (Amazon Connect) to expand market reach and solution capabilities

• Drive innovation in implementation methodologies, accelerators, and IP development to improve delivery efficiency and client outcomes

Responsiblities

Building our Company

• 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, and own AI outcomes across the Zendesk Resolution Platform.

• 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

Focusing on Customers

• 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…