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The consultant will manage Zendesk environments, optimize AI-driven customer service workflows, and provide proactive advisory services to clients. They are responsible for configuring support systems, analyzing operational metrics, and delivering training to ensure high customer satisfaction.
At TELUS Digital, the Zendesk Customer Success Consultant (AI & Support Ops) is responsible for helping clients optimize their Zendesk environments, improve customer support operations, and accelerate AI-driven customer service outcomes. This role combines customer success, managed services, support operations consulting, Zendesk administration, AI optimization, and client advisory services within a fast-paced digital consulting environment.
The position focuses on post-go-live Zendesk optimization, AI adoption, operational efficiency, customer experience improvements, and long-term customer success. Team members partner closely with client stakeholders and TELUS Digital delivery teams to improve workflows, automate support processes, enhance self-service capabilities, and maximize platform performance.
Deliver managed services support for Zendesk and Zendesk Contact Center environments
Manage optimization backlogs, enhancement requests, and support priorities
Provide proactive recommendations to improve customer adoption and operational performance
Coordinate escalations and high-impact issue resolution
Build strong client relationships and maintain customer satisfaction
Configure and optimize Zendesk Support, Guide, Messaging, and Contact Center workflows
Build workflows using triggers, automations, macros, forms, and routing rules
Manage permissions, knowledge base systems, and reporting configurations
Test, validate, document, and deploy configuration changes
Drive adoption of Zendesk AI tools including Copilot, AI Agents, bots, and QA capabilities
Improve automated and assisted customer resolution workflows
Optimize AI-supported summaries, suggested responses, and agent guidance tools
Monitor AI performance metrics and continuously improve automation quality
Lead discovery sessions and operational assessments
Advise clients on ticket lifecycle management, SLAs, escalation workflows, and omnichannel support operations
Translate business requirements into technical and operational solutions
Recommend process improvements to increase efficiency and customer satisfaction
Build dashboards and reporting for ticket performance, backlog management, CSAT, and operational KPIs
Analyze trends, root causes, and support metrics
Present insights, recommendations, and optimization strategies to stakeholders
Deliver workshops and training sessions for agents, admins, and leadership teams
Create documentation, runbooks, playbooks, and knowledge management resources
Support organizational change adoption for new workflows and AI initiatives
Troubleshoot Zendesk configurations, routing issues, APIs, and webhooks
Assist with integration discovery, testing, and validation
Partner with engineering teams for advanced technical solutions
Document incidents, remediation plans, and root cause analysis
Bachelor’s degree in Business, Computer Science, Engineering, or related field
3+ years of experience in customer success, support operations, managed services, or CRM consulting
Strong hands-on experience with Zendesk Suite administration and optimization
Experience with Zendesk AI capabilities including Copilot and AI Agents
Understanding of support operations, SLAs, ticket workflows, and omnichannel customer support
Ability to troubleshoot integrations and work with APIs, JSON, and webhooks
Excellent stakeholder management, communication, and consulting skills
Zendesk certifications such as Zendesk Certified Support Administrator
Experience supporting multiple customer accounts in managed services environments
Familiarity with Salesforce Service Cloud, Microsoft Dynamics, Genesys, Five9, or Amazon Connect
AI advisory and customer experience optimization experience
Workshop facilitation and training experience
Remote or hybrid work opportunities within the United States
Collaborative consulting and customer success environment
Agile, fast-paced digital transformation projects
Cross-functional collaboration with operations, engineering, and client teams
Salary: 40 - 67 USD Per hour
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