Zendesk Functional Lead Consultant

We are looking for an experienced Zendesk Functional Lead Consultant to join our team and lead Zendesk implementations, configuration, and functional consulting engagements for clients.

The ideal candidate has strong hands-on experience with Zendesk administration and configuration, combined with client-facing consulting, requirements gathering, solution design, implementation, and project delivery experience.

Key Responsibilities

• Lead and support Zendesk implementation and configuration projects from requirements gathering through deployment.
• Work closely with clients and stakeholders to understand business requirements, pain points, and operational needs.
• Translate business requirements into effective Zendesk solutions and configurations.
• Configure Zendesk workflows, automations, triggers, ticketing processes, SLAs, and other platform functionalities.
• Review and ensure the quality and accuracy of Zendesk configurations delivered by functional consultants.
• Provide functional guidance and mentorship to junior consultants.
• Participate in client meetings, solution discussions, workshops, and presentations.
• Support UAT, testing, deployment, and post-implementation activities.
• Prepare and maintain functional documentation, configuration workbooks, process flows, and other project deliverables.
• Conduct training and knowledge-transfer sessions for Admins, Agents, and other users.
• Collaborate with technical teams on integrations and other technical requirements.
• Support project planning, estimation, timelines, resource coordination, and delivery tracking.
• Identify opportunities to improve workflows, operational efficiency, and overall customer experience.
• Ensure implementations follow Zendesk best practices and client requirements.

Qualifications

• Bachelor's degree in IT, Computer Science, Business, or a related field.
• 3+ years of experience working with Zendesk, preferably in a functional consulting, implementation, or administration capacity.
• Previous experience as a Zendesk Functional Consultant, Zendesk Functional Lead, Zendesk Consultant, Zendesk Administrator, or similar role.
• Strong hands-on experience with Zendesk configuration and administration.
• Experience in requirements gathering, business process analysis, and solution design.
• Experience handling Zendesk implementation projects.
• Experience with UAT, testing, deployment, and post-production support.
• Strong client-facing and stakeholder management skills.
• Experience mentoring or leading junior consultants is highly preferred.
• Strong documentation, communication, and presentation skills.
• Project management experience is an advantage.
• Experience with Zendesk integrations, APIs, webhooks, or other technical components is a plus.
• Customer service, CX, CRM, or contact center experience is an advantage.