Senior Zendesk Administrator (m/f/d)
Core
Configure and maintain Zendesk instances for hundreds of agents and millions of passengers across 30 markets, including ticketing, voice, messaging, and integrations.
Role type
Senior Zendesk Administrator (hands-on IC)
Builds
Zendesk configurations (workflows, routing, automations), channel setups (Talk, email, webform, Help Center), and marketplace app integrations.
Domain
Travel industry + Customer Support Technology
Required skills
Zendesk Enterprise configuration, omnichannel routing, trigger/automation logic, REST API integration, market-specific rollout execution, technical documentation
Preferred skills
Zendesk Admin certification, Salesforce Service Cloud migration, Zendesk Apps Framework, voice channel (IVR/contact flows) configuration
Technologies
Zendesk (Talk, Guide, Messaging), Amazon Connect, REST APIs, JSON, OAuth
Responsibilities
Build and maintain core Zendesk setup across Support, Guide, Talk, and Messaging; configure voice, email, webform, and Help Center for each market; execute market wave rollouts and hypercare; configure marketplace apps and webhooks; collaborate with business SMEs and engineering teams; document configurations to Centre of Excellence standards.
Seniority
Senior, hands-on IC