Contact Center Success Specialist

• Help customers rapidly achieve business outcomes through Zendesk’s Contact Center capabilities
• Drive adoption, optimization, and measurable value from Zendesk Contact Center products
• Help customers transform contact center operations, realize ROI, and build long-term relationships supporting retention and growth
• Advise executives, operations leaders, administrators, and IT teams
• Implement and optimize routing, inbound and outbound call strategies, IVR, automated experiences, call center wallboards and analytics, Co-pilot, and Voice AI
• Lead workshops, best-practice sharing, success planning, and health checks
• Serve as the Contact Center specialist aligned with broader CSM account teams
• Partner with Professional Services during onboarding to define requirements and objectives and minimize time-to-value
• Surface customer insights and feedback to Product, Engineering, and GTM teams
• Connect product adoption to outcomes using benchmarking, data storytelling, and quantified ROI
• Collaborate with Sales, Renewals, and Services to identify opportunities, mitigate risks, and drive retention and growth
• Prepare and deliver Quarterly Business Reviews focused on Contact Center value and ROI

• 5+ years of experience in Customer Success, Professional Services, or Technical Account Management in enterprise SaaS, preferably in Contact Center or CCaaS platforms
• Deep understanding of contact center operations and KPIs, including AHT, FCR, CSAT, occupancy, and cost-to-serve
• Proven track record of driving adoption of SaaS platforms, preferably in customer engagement or contact center technology
• Strong consultative and advisory skills
• Ability to engage credibly with CX executives, service operations leaders, and technical administrators
• Ability to explain and demonstrate the business value of CCaaS to technical and non-technical stakeholders
• Strong interpersonal and influencing skills across levels and functions
• Familiarity with leading CCaaS technologies, AI in contact centers, and customer success tools such as Gainsight
• Knowledge of AWS technologies and Amazon Connect viewed favorably
• Bachelor’s degree in business, information systems, or a related field preferred

• Fully Flexible remote work arrangement
• Flexible remote work for part of the week under Zendesk’s hybrid way of working
• Inclusive workplace experience
• Reasonable accommodations for applicants with disabilities and disabled veterans