Customer Support Specialist
United Tech
Job Level
Mid-LevelSenior
Tech Stack
AWS
About the role
- Accelerate CCaaS 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
- Help customers implement and optimize capabilities such as routing, IVR, analytics, Call Center wallboards, and AI-infused agent experiences
- Lead outcome-driven engagements including workshops, success planning, and health checks to realize measurable business value
- Partner with core CSMs, Professional Services, Sales, Product and other teams to embed CCaaS expertise into account success plans
- Serve as the voice of the CCaaS customer internally, surfacing insights and prioritized feedback to influence Product and Engineering and escalating issues
- Connect CCaaS adoption to customer outcomes using benchmarking, data storytelling, and quantified ROI to support renewal and expansion
- Prepare and deliver Quarterly Business Reviews (QBRs) focused on CCaaS value and ROI
- Work cross-functionally to identify opportunities, mitigate risks, and drive retention and growth within the CCaaS customer base
Requirements
- 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)
- 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, both within the customer’s organization and internally at Zendesk
- Familiarity with leading CCaaS technologies, AI in contact centers, and customer success tools (e.g., Gainsight)
- Knowledge of AWS technologies and Amazon Connect would be viewed favorably
- Bachelor’s degree in business, information systems, or a related field preferred
