TELUS Digital
Digital Customer Experience
ZendeskTechnicalLead
Neural analysis suggests this role is
optimal for Lead candidates.
“Zendesk Technical Lead at TELUS Digital. Skills: Zendesk, Contact Center, AWS, CX solutions. Collaborate with Solution Architects to define system design. Create blueprints for IVR/Voice workflows”
Industry & Context.
Drive complex technical issues to resolution
What They're Looking For.
Must Have
5+ years experience in contact center solutions, 4+ years technical leadership or architect role for CCaaS deployments, Ability to design and build complex, scalable, and resilient omnichannel Customer Experience (CX) solutions leveraging the Zendesk Suite, Deep experience architecting and implementing integrations between Zendesk and external systems, Proficiency in contact center reporting, analytics, and data consistency, Ability to lead technical discovery, Provide solution demonstrations, Mentor junior staff, Translate high-level business requirements into detailed technical specifications
Nice to Have
Zendesk Professional Certification(s), Experience with Zendesk Gather, Experience leading migration projects from legacy platforms to Zendesk, Experience with AWS services, Amazon Connect implementations, Hands-on experience with other CCaaS solutions
What You'll Do.
Collaborate with Solution Architects to define system design
Create blueprints for IVR/Voice workflows
Create blueprints for omni-channel routing
Create blueprints for ticket lifecycles
Create blueprints for key integration points
Finalize Technical Design Document
Own Technical Design Document
Validate technical approach
Confirm technical architecture
Approve configuration changes
Approve custom application deployments
Drive complex technical issues to resolution
Provide strategic technical oversight
Provide mentorship to engineers
Provide support to engineers
Serve as primary technical consultant to clients
Lead discovery sessions
Lead design workshops
Perform configuration reviews
Coordinate testing of agent experiences
Coordinate testing of customer experiences
Coordinate testing of business experiences
Ensure clear communication between teams
Ensure continuous communication between teams
Identify potential technical blockers
Prevent cost leakages
Ensure solution is maintainable
How You'll Work.
Team & Collaboration
Technical project delivery team; Project Manager; Client; Solution Architects; Application Engineers; Quality Engineers
Communication Scope
Client consultation; Discovery sessions; Design workshops
Process & Methodology
Project delivery
Full Job Description
WHO WE ARE Welcome to TELUS Digital where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences, all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. THE OPPORTUNITY The Zendesk Technical Lead is the senior technical authority for complex Zendesk implementations, specializing in the Zendesk Suite with a focus on Zendesk Contact Center powered by AWS. This role is responsible for leading the technical project delivery team, translating high-level business goals into robust, secure, and scalable technical designs leveraging the Zendesk platform and its associated APIs. RESPONSIBILITIES - Design & Architecture Governance: Collaborate with Solution Architects to define the end-to-end system design. Create blueprints for IVR/Voice workflows, omni-channel routing, ticket lifecycles, and key integration points. Finalize and own the Technical Design Document. - Technical Decision Authority: Validate and confirm the technical approach and architecture, ensuring alignment with best practices and client security requirements. Approve configuration changes, custom application deployments, and drive complex technical issues to resolution. - Team Leadership & Client Co
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