Thoucentric - Zendesk Architect

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.