Job Description

TELUS Digital is seeking a dynamic Practice Leader to build, scale, and lead their CCaaS practice with deep expertise in the Zendesk platform, including its Amazon Connect–based contact center capabilities. This director-level role will drive the growth of Zendesk consulting and implementation services, establishing thought leadership in contact center transformation while delivering exceptional client outcomes.

Responsibilities

• Own P&L responsibility for the Zendesk practice
• Develop and execute a practice strategy
• Build scalable delivery frameworks
• Partner with business development and marketing teams
• Drive innovation through IP development
• Establish and maintain a strategic partnership with Zendesk
• Lead complex, strategic Zendesk engagements
• Accountable for client satisfaction and project delivery
• Drive end-to-end CX transformation initiatives
• Develop deep expertise in Zendesk and emerging capabilities
• Lead proposal development and solution architecture
• Build and maintain executive relationships with key clients
• Establish practice as a recognized thought leader
• Identify emerging trends in contact center technology
• Demonstrate deep, hands-on expertise in Zendesk platform capabilities
• Represent the firm in Zendesk partner ecosystem
• Drive market awareness through case studies
• Recruit, develop, and retain top-tier talent
• Build comprehensive enablement programs
• Provide mentorship and career development
• Foster a culture of innovation and client excellence

Requirements

• 10+ years of experience in contact center technology
• Experience delivering Zendesk platform implementations
• Experience with Amazon Connect–based telephony
• 5+ years in practice leadership or P&L ownership
• Proven track record leading large-scale CCaaS transformation programs
• Deep contact center operations expertise
• Experience building and scaling professional services practices
• Experience developing reusable accelerators
• Working knowledge of competitive CCaaS platforms
• Experience leading migrations from legacy CCaaS platforms
• Exceptional leadership, communication, and executive presence
• Strategic thinking with the ability to translate market trends
• Strong business acumen
• Proven ability to build strategic partnerships
• Results-driven with a track record of achieving growth targets
• Change leadership and ability to drive organizational transformation
• Bachelor's degree required; MBA or advanced degree preferred
• Zendesk certifications preferred
• Amazon Connect technical and sales accreditations are highly valued
• Up to 50% travel required

Benefits

• No benefits