4 дня назад
Zendesk Manager / Developer of Solutions for Migrations into Zendesk (Zendesk)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Zendesk Manager / Developer of Solutions for Migrations into Zendesk (Zendesk): Building and rolling out scalable Zendesk configurations across multiple markets, languages, channels, and brands with an accent on workflow design, omnichannel routing, migrations, and production ownership. Focus on configuring Talk and messaging channels, testing integrations and AI-driven contact channels, and preventing configuration sprawl during repeated market go-lives.
Company
Flix develops technology-driven customer service operations to make travel more accessible, sustainable, and affordable.
What you will do
- Build and maintain Zendesk Support, Guide, Talk, and Messaging configurations, including ticket fields, forms, groups, views, macros, triggers, automations, SLAs, routing, brands, and permissions.
- Configure voice, email, webform, messaging, and Help Center channels for different markets and languages using a global blueprint.
- Translate migration plans into market rollouts, run testing with local teams, support go-live and hypercare, and hand over steady-state operations.
- Configure marketplace apps and webhooks, define requirements for custom API and AI-driven contact-channel integrations, and test delivered solutions.
- Collaborate with business SMEs, training, engineering, security, and project leadership to turn requirements into scalable production workflows.
- Document configurations and market-specific deviations according to Centre of Excellence standards.
Requirements
- 5+ years of hands-on Zendesk administration and production configuration experience on Enterprise plans.
- Experience with triggers, automations, macros, SLA policies, ticket forms, custom fields and objects, omnichannel routing, trigger order, loop prevention, and tag taxonomy.
- Experience supporting multiple brands, markets, or languages; migration experience from Salesforce Service Cloud or a similar platform is advantageous.
- Configuration experience with at least two of voice/contact-center channels, messaging with bot flows, or multilingual Help Center functionality.
- Working knowledge of REST APIs, webhooks, OAuth, API keys, JSON payloads, and integration requirements.
- Clear written and verbal communication in English is required.
Nice to have
- Zendesk Admin certification.
- Experience with Zendesk Apps Framework.
- Experience migrating from Salesforce Service Cloud or a similar platform.
Culture & Benefits
- Hybrid work model with an office-first approach.
- Option to work from another location for up to 60 days per year, depending on the role.
- Travel benefits including free Flix vouchers and discount vouchers for friends and family.
- Confidential counselling, wellbeing courses, and stress-management support for employees and up to four family members.
- Language classes, training courses, expert-led sessions, and a mentoring program.
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