Zendesk Customer Success Consultant

The Opportunity

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 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. 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 — including Copilot, automation, bots, and QA features.

Responsibilities

• Managed Services Delivery & Customer Success: Deliver billable managed services for Zendesk and Zendesk Contact Center, focused on platform health, adoption, and measurable outcomes.

• Support Operations Advisory: Lead discovery and needs assessments to understand support goals, pain points, and constraints; advise on best practices across ticket lifecycle, SLAs, routing, escalation, and agent workflows.

• Zendesk Administration: Configure and optimize Zendesk capabilities across Support, Guide, Messaging, and voice/contact center workflows.

• AI Adoption & Resolution Acceleration: Drive adoption and optimization of Zendesk AI capabilities, including Copilot, AI Agents, automation, and QA features. Improve assisted and automated resolution through bots, knowledge sources, and workflow tuning.

• AI Expert Advisory Engagements: Deliver billable AI expert advisory engagements that help clients define use cases, success metrics, and an AI adoption roadmap.

• Reporting & Insights: Build and maintain dashboards to track volume, backlog, resolution performance, and support KPIs.

• Enablement & Documentation: Deliver training and workshops; maintain runbooks, playbooks, and configuration notes.

• Integrations & Troubleshooting: Troubleshoot configuration, routing, APIs, and webhooks; coordinate escalation with engineering.

Qualifications

• Bachelor's degree in Business, Computer Science, Engineering, or equivalent practical experience

• 3+ years in customer success, managed services, CRM/contact center consulting, or support operations roles with hands-on Zendesk responsibility

• Proven experience configuring and optimizing the Zendesk Suite (workflows, routing, roles/permissions, Guide/knowledge, reporting); Zendesk Contact Center experience is a plus

• Experience driving adoption of Zendesk AI capabilities such as Copilot, AI Agents, and QA features

• Strong understanding of support processes and metrics — ticket lifecycle, SLAs, knowledge management, omnichannel operations

• Comfortable troubleshooting configuration and integration issues; reading API logs; working with JSON

• Strong consulting, stakeholder management, and written communication skills