Zendesk Customer Success Consultant

Location & Flexibility

Our Zendesk Customer Success Manager will be an integral part of our CX Platforms Team 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 from within the U.S.

TELUS Digital is seeking an exceptional Zendesk Customer Success Consultant (AI & Support Ops) to help clients accelerate value from their Zendesk and Zendesk for Contact Center solutions. This role requires deep Zendesk expertise, a customer‑centric consulting approach, and the ability to deliver hands‑on configuration and practical solutions in a fast‑paced, agile environment. This is primarily a managed services and post‑go‑live optimization role, with the opportunity to lead AI expert advisory engagements as part of our services.

As part of our customer success, managed services, and support operations consulting team, you will partner with client stakeholders and TELUS Digital delivery teams to optimize Zendesk solutions after go‑live. You will lead post‑go‑live support and optimization by triaging issues, identifying root causes, implementing configuration enhancements, and advising on best practices to improve efficiency, agent experience, and resolution outcomes. You will also enable teams through documentation, training, and change adoption.

A core focus of this role is AI adoption and optimization to increase automated and assisted resolution. You will accelerate customers’ time to value by driving adoption and operational excellence for Zendesk AI, from initial deployment through scale, leveraging capabilities such as Copilot, automation, bots, and QA features to increase productivity, improve resolution rates, and enhance self‑service and reporting.

This role also supports TELUS Digital’s AI advisory offerings, providing phased guidance and ongoing optimization for Zendesk AI Agents and/or Zendesk Copilot. This role is ideal for someone passionate about improving customer experiences and energized by continuous optimization of Zendesk and AI‑enabled support operations.

• Managed Services Delivery & Customer Success
  • Deliver billable managed services for Zendesk and Zendesk Contact Center, focused on platform health, adoption, and measurable outcomes
  • Manage a portfolio backlog of optimization, maintenance, and enhancement requests, including intake, scoping, prioritization, and progress updates
  • Respond to reactive requests while providing proactive recommendations to improve performance and adoption
  • Coordinate escalations and high‑impact issues, communicating clearly and driving resolution to maintain customer confidence
• Support Operations Advisory & Optimization
  • Lead discovery and needs assessments to understand support goals, pain points, and constraints
  • Advise clients on best practices across ticket lifecycle, SLAs, routing, escalation, and agent workflows
  • Translate operational recommendations into practical platform changes and process improvements
• Zendesk Administration & Configuration
  • Configure and optimize Zendesk capabilities across Support, Guide, Messaging, and voice or contact center workflows
  • Build and maintain workflows using Zendesk configuration tools such as triggers, automations, views, macros, and forms
  • Manage configuration changes with testing, validation, and clear documentation
• AI Adoption & Resolution Acceleration
  • Drive adoption and optimization of Zendesk AI capabilities, including Copilot, AI Agents, automation, and QA features
  • Improve assisted resolution through AI‑supported summaries, suggested replies, and agent guidance
  • Improve automated resolution through effective bot experiences, containment, and handoff to agents
  • Monitor AI performance and quality, then tune workflows and knowledge sources to improve results over time
• AI Expert Advisory Engagements
  • Deliver billable AI expert advisory engagements that help clients define use cases, success metrics, and an AI adoption roadmap
  • Provide phased guidance across AI rollout, expansion, and ongoing optimization to improve automated and…