About Us
At Thoucentric, we offer end-to-end consulting solutions designed to address the most pressing business challenges across industries. Leveraging deep domain expertise, cutting-edge technology, and a results-driven approach, we help organizations streamline operations, enhance decision-making, and accelerate growth. We are headquartered in Bangalore with presence across multiple locations in India, US, UK, Singapore & Australia Globally.
We help clients with Business Consulting, Program & Project Management, Digital Transformation, Product Management, Process & Technology Solutioning and Execution including Analytics & Emerging Tech areas cutting across functional areas such as Supply Chain, Finance & HR, Sales & Distribution across US, UK, Singapore and Australia. Our unique consulting framework allows us to focus on execution rather than pure advisory. We are working closely with marquee names in the global consumer & packaged goods (CPG) industry, new age tech and start-up ecosystem.
We have been certified as Great Place to Work by AIM and have been ranked as 50 Best Firms for Data Scientists to Work For.
We have an experienced consulting team of over 500+ world-class business and technology consultants based across six global locations, supporting clients through their expert insights, entrepreneurial approach and focus on delivery excellence. We have also built point solutions and products through Thoucentric labs using AI/ML in the supply chain space.
Job Description
Key Responsibilities:
- Platform Architecture & Design:
- Own the end-to-end architecture of the Zendesk environment (Support, Chat, Guide, Talk, etc.).
- Define and enforce best practices, governance, and scalable design patterns.
- Translate business requirements into functional and technical solutions within Zendesk.
- Integration & Automation:
- Design and implement integrations between Zendesk and external systems (e.g., Salesforce, Slack, Jira, ServiceNow, custom APIs).
- Leverage middleware platforms (e.g., Workato, Zapier, Mulesoft, Dell Boomi) and Zendesk APIs/Webhooks.
- Build and maintain automation flows, triggers, and custom workflows to streamline support operations.
- Project Leadership:
- Lead technical discovery sessions with stakeholders.
- Drive end-to-end implementation of Zendesk-related initiatives.
- Collaborate with developers, administrators, and external vendors.
- Optimization & Maintenance:
- Audit and optimize Zendesk performance, user experience, and configuration.
- Implement analytics and reporting dashboards to track KPIs.
- Stay up to date with Zendesk releases, apps, and features.
- Security & Compliance:
- Ensure integration and data flows meet security, privacy, and compliance requirements (e.g., GDPR, HIPAA).
- Manage role-based access controls and system integrity.
Requirements
Required Qualifications:
- 5+ years of hands-on experience with Zendesk as an architect, developer, or admin.
- Proven expertise in designing scalable Zendesk implementations and integrations.
- Strong proficiency in RESTful APIs, JSON, webhooks, and middleware integration tools.
- Solid understanding of CRM, ticketing systems, ITSM processes, and customer support operations.
- Experience working in agile environments and managing end-to-end delivery cycles.
- Excellent communication and stakeholder management skills.
Preferred Qualifications
- Zendesk Certified Admin or Architect (preferred).
- Experience with scripting languages (JavaScript, Python) a plus.
- Familiarity with ITIL frameworks and enterprise-level IT operations.
- Experience integrating Zendesk with data platforms, analytics tools, or AI/ML services.
