Zendesk Consultant

Role:

Required Experience:

Job Location:

Must have Skills:

Key Responsibilities:

Lead end-to-end Zendesk implementations across Support, Guide, Chat, Messaging, and Talk.

Conduct requirement-gathering sessions and translate business needs into Zendesk workflows.

Configure SLAs, triggers, automations, macros, views, and ticket routing rules.

Set up user roles, permissions, and Help Center/knowledge base customizations.

Implement and optimize Zendesk AI features (bots, routing, intent detection).

Integrate Zendesk with CRM, telephony, and third-party tools using APIs/middleware.

Prepare solution design documents, configuration specs, and training materials.

Support UAT, deployment, and postgo-live hypercare.

Perform health checks and recommend workflow/automation optimizations.

Collaborate with cross-functional teams and communicate project updates clearly.