Senior Zendesk Administrator (m/f/d)
Core
Senior Zendesk Administrator responsible for configuring, maintaining, and rolling out Zendesk instances across multiple markets for a travel company.
Role type
Senior IC Zendesk Administrator (Platform & Rollout)
Builds
Production Zendesk instances (Support, Guide, Talk, Messaging) and omnichannel support workflows for hundreds of agents and millions of passengers.
Domain
Travel industry + Customer Support Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Zendesk Enterprise configuration, omnichannel routing, automation logic, API integration literacy, market-specific rollout execution, technical documentation
Preferred skills
Zendesk Admin certification, Salesforce Service Cloud migration experience, Zendesk Apps Framework, voice channel (IVR/Contact flows) configuration
Technologies
Zendesk (Talk, Guide, Messaging), Amazon Connect, REST APIs, Webhooks, OAuth, JSON
Responsibilities
Build and maintain core Zendesk setup across Support, Guide, Talk, and Messaging; configure voice, email, webform, and Help Center channels per market; execute market wave rollouts including testing and hypercare; configure marketplace apps and test custom API integrations; document configuration and deviations to Centre of Excellence standards.
Seniority
Senior, hands-on IC
