Description

Design and implement global Zendesk architectures, managing complex multi-brand instances, API integrations, and system automation.

This role is on-site.

Responsibilities

• Design and implement the global Zendesk structure, including complex multi-brand instances, custom ticket fields, and advanced routing logic.
• Lead the technical execution of the Support Portal launch, ensuring seamless API connections between Zendesk and internal legacy databases.
• Build and maintain high-level triggers and automations to ensure zero-touch routing and personalized client communication.
• Own the sandbox-to-production deployment process and ensure all configurations meet global data privacy and security standards.
• Coordinate release management documentation, follow change management procedures, and review post-deployment KPIs.

Required Skills

• 5+ years of Zendesk experience, with at least 3 years in an Architect or Lead Developer capacity.
• Expert-level knowledge of Zendesk APIs and API development.
• Strong System Architecture and Cloud Architecture design skills.
• Proficiency with Zendesk Explore for analytics and reporting.
• Experience working within an Agile/Scrum team and managing tasks in Jira.
• Proven experience in System Integration, specifically with Salesforce and CRM systems.

Preferred Skills

• Zendesk Certified Support Architect certification.
• Experience with Zendesk App Framework (ZAF) and Co-pilot/AI offerings.
• Familiarity with Atlassian Confluence and backend processing/data exchange systems.

Key Skills

Education

Any Graduate