Zendesk Implementation Consultant

Job Description

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.
  

Requirements
Experience & Required skill: · Minimum 5 years plus in similar role. · Degree and Procurement certification achieved (i.e. CIPS). · Experience working for an FMI ( Financial Market Infrastructure) is preferable. · Coaching experience required. · Knowledge, skills and abilities / competencies required for successful job performance · Knowledge · Procurement and Supply Chain in-depth knowledge · Contract Law and legal knowledge relevant to Procurement activities · Experience of applying Procurement skills and techniques to positively disrupt business strategy and outcomes. · Proven track record in taking ownership for resolving issues within Procurement environment. · Excellent Stakeholder management skills with the ability to build and maintain complex and multiple business stakeholder relationships. · Team management or coaching initiative · Commercial acumen · Strong negotiation skills · Ability to clearly articulate and communicate · Strong decision-making attributes · Project management preferable · Problem solving · Analytical mindset · Ability to interpret a range of differing priorities Qualifications / certifications: · Undergraduate Degree/CIPS accreditation desirable