Contact Center Success Specialist
Core
Advisory role helping enterprise customers transform contact center operations and realize ROI from Zendesk's Contact Center platform.
Role type
Senior IC Customer Success Specialist (Contact Center)
Builds
Contact Center adoption, optimization, and measurable business value for CCaaS customers
Domain
Customer Experience (CX) / Contact Center as a Service (CCaaS)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Contact Center operations expertise, SaaS adoption driving, consultative advisory, data storytelling, stakeholder engagement, cross-functional collaboration
Preferred skills
AI in contact centers, AWS/Amazon Connect knowledge, Gainsight familiarity
Technologies
Zendesk Contact Center, AWS, Amazon Connect, Gainsight
Responsibilities
Lead outcome-driven engagements (workshops, success planning, health checks), partner with Professional Services on onboarding, deliver Quarterly Business Reviews (QBRs), act as internal voice for customer feedback, connect adoption to quantified ROI
Seniority
Senior, hands-on IC
