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.
