Zendesk Senior Consultant

We are looking for an experienced Zendesk professional who can lead the design, configuration, and optimization of Zendesk implementations across complex business environments. This role requires both strategic thinking and hands-on expertise in leveraging Zendesk to drive excellent customer experiences, process efficiency, and business insights. Key Responsibilities: Lead end-to-end design, implementation, and optimization of Zendesk Support, Guide, Chat, Talk, and Explore. Collaborate with business stakeholders to gather requirements and translate them into scalable Zendesk solutions. Develop custom workflows, automations, triggers, macros, SLAs, and reporting dashboards. Integrate Zendesk with third-party platforms like CRMs (Salesforce, HubSpot), telephony, chatbots, or custom APIs. Create and maintain documentation related to system configuration, processes, and best practices. Train and support internal teams and agents on effective Zendesk usage. Drive continuous improvement through data analysis, user feedback, and system audits. Ensure system governance, data integrity, and adherence to security/compliance standards. Required Skills and Qualifications: 5-8 years of hands-on experience working with Zendesk in a configuration, consulting, or admin role. Strong knowledge of Zendesk Suite products and best practices. Experience in system architecture and solution design for customer support platforms. Proven experience with workflow automation, business rules, ticketing flows, and reporting. Familiarity with Zendesk APIs, integrations, and middleware platforms like Zapier, Workato, or Mulesoft. Experience in user training, stakeholder management, and cross-functional collaboration. Strong analytical skills and ability to derive insights from support metrics and KPIs. Excellent communication and documentation skills.