Job description
Key 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.
Requirements
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 Qualifications
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.