Zendesk Admin, Operations Consultant (m/f/d)
Core
Configure and maintain Zendesk instances (Support, Guide, Talk, Messaging) for hundreds of agents and millions of passengers across 30 markets, translating business requirements into production workflows and routing.
Role type
Senior Zendesk Admin / Operations Consultant
Builds
Omnichannel support infrastructure (ticketing, voice, messaging, Help Center) and integrations for a travel company
Domain
Travel / Customer Support Technology
Required skills
Zendesk configuration (triggers, automations, macros, SLA, forms, fields), omnichannel routing, API integration (REST, webhooks, OAuth), migration management, documentation
Preferred skills
Zendesk Admin certification, Salesforce Service Cloud migration, Zendesk Apps Framework, voice channel (Amazon Connect/IVR) configuration
Technologies
Zendesk, Amazon Connect, REST APIs, Webhooks, JSON
Responsibilities
Build and maintain core Zendesk setup across Support, Guide, Talk, and Messaging; configure Voice, email, webform, messaging, and Help Center for each market; execute rollout delivery including migration, testing, and go-live support; configure marketplace apps and webhooks; collaborate with business SMEs, training leads, and IT engineering; document all configuration and market-specific deviations
Seniority
Senior, hands-on IC