Job Description – Zendesk Implementation
Consultant
Role: Zendesk Implementation Consultant
Experience: 4+ Years
Location: Bangalore Preferred (Fully Remote – Open Across India)
Shift: UK / European Time Zones (Fixed or Rotational Based on Project
Needs)
About the Role
We are looking for an experienced Zendesk
Implementation Consultant to lead end-to-end implementation and
optimization projects for global customers across the US and Europe.
This is a customer-facing, individual
contributor role where you will be responsible for gathering requirements,
configuring Zendesk solutions, driving adoption, managing stakeholder
expectations, and ensuring long-term customer success. The ideal candidate
should have strong consulting skills, hands-on Zendesk implementation
experience, and the ability to work independently with enterprise customers in
a remote environment.
Key Responsibilities
Zendesk Implementation & Delivery
- Lead
end-to-end Zendesk implementation projects, including discovery, solution
design, configuration, testing, deployment, and hypercare support.
- Configure and
customize Zendesk products such as:
- Zendesk Support
- Zendesk Guide
- Zendesk Chat / Messaging
- Zendesk Explore
- Zendesk Talk
- Zendesk AI and Automation features
- Gather
business requirements and translate them into scalable Zendesk solutions.
- Design
workflows, ticket routing rules, SLAs, business rules, macros, triggers,
automations, and reporting capabilities.
- Ensure smooth
go-live and successful user adoption across customer organizations.
Customer Consulting & Success
- Act as a
trusted advisor and Zendesk subject matter expert for customers.
- Recommend
industry best practices for customer support operations and service
management.
- Conduct
workshops, solution demonstrations, training, and stakeholder
presentations.
- Drive
platform adoption and continuous improvement initiatives.
- Partner with
customer leadership teams to maximize business value from Zendesk
investments.
- Support
customers in resolving business-critical issues and platform optimization
opportunities.
Collaboration & Execution
- Collaborate
with Product, Engineering, Support, and Customer Success teams to ensure
successful project delivery.
- Work closely
with integration and technical teams to support third-party integrations
and custom requirements.
- Manage
project deliverables, timelines, risks, and customer expectations.
- Maintain
implementation documentation, solution designs, and knowledge
repositories.
- Contribute to
implementation methodologies, playbooks, and process improvements.
Requirements
Required Skills & Qualifications
- 4+ years of
experience in Zendesk implementation, SaaS consulting, customer success,
or customer service technology projects.
- Proven
experience delivering end-to-end Zendesk implementations.
- Strong
knowledge of:
- Zendesk Support
- Zendesk Guide
- Zendesk Explore
- Zendesk Chat/Messaging
- Zendesk Talk
- Experience
configuring workflows, SLAs, ticketing processes, automations, macros,
triggers, and reporting dashboards.
- Strong
understanding of customer support and service management operations.
- Excellent
English communication, presentation, and stakeholder management skills.
- Ability to
engage confidently with manager-level and senior stakeholders.
- Experience
gathering business requirements and translating them into scalable
solutions.
- Ability to
manage multiple customers and competing priorities effectively.
- Comfortable
working in US and/or European time zones.
Preferred Qualifications
- Zendesk
Administrator, Support Administrator, or Zendesk Implementation
Certifications.
- Experience
with Zendesk AI capabilities, bots, intent routing, automation, and
self-service solutions.
- Knowledge of
integrations with Salesforce, HubSpot, Dynamics 365, Jira, ServiceNow, or
other business applications.
- Exposure to
APIs, webhooks, integration frameworks, and workflow automation tools.
- Experience
working with enterprise SaaS products and customer support ecosystems.
- Familiarity
with Agile project delivery methodologies.
- Experience
supporting global and distributed teams.
Work Model & Shifts
- Fully Remote
Role
- Bangalore-based
candidates preferred
- Open to
candidates across India
- Flexible
shifts aligned to US and European customer requirements
- Fixed or
rotational shift schedules based on project needs
What We Offer
- Opportunity
to lead Zendesk implementations for global enterprise customers.
- Exposure to
large-scale customer experience and service transformation programs.
- High-ownership
consulting role with direct client engagement.
- Career growth
in Zendesk ecosystem, Customer Experience (CX), Automation, and AI-powered
support solutions.
- Collaborative
global work environment with exposure to US and European customers.
