Implementation Consultant - Zendesk System

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.