Implementation Consultant

Role & responsibilities

Platform Architecture & Design:

• Own the end-to-end architecture of the Zendesk environment (Support, Chat, Guide, Talk, etc.).
• Define and enforce best practices, governance, and scalable design patterns.
• Translate business requirements into functional and technical solutions within Zendesk.

Integration & Automation:

• Design and implement integrations between Zendesk and external systems (e.g., Salesforce, Slack, Jira, ServiceNow, custom APIs).
• Leverage middleware platforms (e.g., Workato, Zapier, Mulesoft, Dell Boomi) and Zendesk APIs/Webhooks.
• Build and maintain automation flows, triggers, and custom workflows to streamline support operations.

Project Leadership:

• Lead technical discovery sessions with stakeholders.
• Drive end-to-end implementation of Zendesk-related initiatives.
• Collaborate with developers, administrators, and external vendors.

Optimization & Maintenance:

• Audit and optimize Zendesk performance, user experience, and configuration.
• Implement analytics and reporting dashboards to track KPIs.
• Stay up to date with Zendesk releases, apps, and features.

Security & Compliance:

• Ensure integration and data flows meet security, privacy, and compliance requirements (e.g., GDPR, HIPAA).
• Manage role-based access controls and system integrity.

Required Qualifications:

• 5+ years of hands-on experience with Zendesk as an architect, developer, or admin.
• Proven expertise in designing scalable Zendesk implementations and integrations.
• Strong proficiency in RESTful APIs, JSON, webhooks, and middleware integration tools.
• Solid understanding of CRM, ticketing systems, ITSM processes, and customer support operations.
• Experience working in agile environments and managing end-to-end delivery cycles.
• Excellent communication and stakeholder management skills.

Preferred candidate profile

• Zendesk Certified Admin or Architect (preferred).
• Experience with scripting languages (JavaScript, Python) a plus.
• Familiarity with ITIL frameworks and enterprise-level IT operations.
• Experience integrating Zendesk with data platforms, analytics tools, or AI/ML services.