Contact Center Success Specialist at Zendesk

Job description

Job Description Contact Center Success Specialist The Contact Center Success Specialist is a dynamic advisory role responsible for helping customers rapidly achieve business outcomes through Zendesk’s Contact Center capabilities. This role is part of the Customer Success organization and plays a key part in driving adoption, optimization, and measurable value from a fast-evolving product area that is a growing strategic vector within the Zendesk ecosystem. The overarching objective of the Contact Center Success Specialist is to help customers transform their contact center operations, realize ROI from Zendesk’s Contact Center platform, and build long-term relationships that contribute to retention and growth. This role works across customer organizations - from executives responsible for service strategy to operations leaders, administrators, and IT teams - while partnering closely with Zendesk Core CSMs, Professional Services, Sales, Product, and other internal teams. Mission of the Contact Center Success Specialist Team Accelerate Contact Center adoption and time-to-value through outcome-driven engagement Act as the subject matter expert and trusted advisor for contact center modernization and CX transformation Align Contact Center feature adoption to the wider CX strategy, including integrations across the Zendesk suite Partner with Core CSMs to embed Contact Center expertise into account success planning and execution Key Responsibilities Drive Adoption & Outcomes Be the Contact Center product expert, helping customers implement and optimize capabilities such as routing, inbound and outbound call strategies, IVR and automated experiences, call center wallboards and analytics, and AI-infused agent experiences such as Co-pilot and Voice AI. Customer Advisory Lead outcome-driven engagements, including workshops, best practice sharing, success planning, and health checks, to ensure customers adopt best practices and realize measurable business value such as reduced handle time, improved CSAT, and cost-to-serve savings. Partnership with CSMs Serve as the Contact Center specialist aligned to the broader CSM account team, embedding contact center expertise into overall customer success plans. Onboarding & Enablement Partner with Professional Services during onboarding to ensure contact center requirements are understood, objectives are clearly defined, and time-to-value is minimized. Advocacy & Feedback Loop Act as the voice of the Contact Center customer internally, surfacing insights and prioritized feedback to influence Product, Engineering, and GTM teams. Escalate support and advocacy challenges early. Value Realization Connect Contact Center adoption to customer outcomes, leveraging benchmarking, data storytelling, and quantified ROI to reinforce renewal and expansion discussions. Cross-Functional Collaboration Work hand-in-hand with Sales, Renewals, and Services to identify opportunities, mitigate risks, and drive retention and growth within the CCaaS customer base. Quarterly Business Reviews Prepare and deliver Quarterly Business Reviews (QBRs) to key customers, focusing on the value and ROI of their Contact Center implementation. Qualifications 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 (e.g., AHT, FCR, CSAT, occupancy, cost-to-serve) and ability to translate platform capabilities into operational improvements 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 admins Ability to explain and demonstrate the business value of CCaaS to both technical and non-technical stakeholders Strong interpersonal and influencing skills across levels and functions