TTEC Digital - Principal Consultant - Zendesk

Description :

Job Title : Senior Consultant Technology Consulting

Location : Hyderabad

About The Role :

- We are looking for an experienced Zendesk professional who can lead the design, configuration, and optimization of Zendesk implementations across complex business environments.

- This role requires both strategic thinking and hands-on expertise in leveraging Zendesk to drive excellent customer experiences, process efficiency, and business insights.

Key Responsibilities :

- Lead end-to-end design, implementation, and optimization of Zendesk Support, Guide, Chat, Talk, and Explore.

- Collaborate with business stakeholders to gather requirements and translate them into scalable Zendesk solutions.

- Develop custom workflows, automations, triggers, macros, SLAs, and reporting dashboards.

- Integrate Zendesk with third-party platforms like CRMs (Salesforce, HubSpot), telephony, chatbots, or custom APIs.

- Create and maintain documentation related to system configuration, processes, and best practices.

- Train and support internal teams and agents on effective Zendesk usage.

- Drive continuous improvement through data analysis, user feedback, and system audits.

- Ensure system governance, data integrity, and adherence to security/compliance standards.

Required Skills And Qualifications :

- 5 to 8 years of hands-on experience working with Zendesk in a configuration, consulting, or admin role.

- Strong knowledge of Zendesk Suite products and best practices.

- Experience in system architecture and solution design for customer support platforms.

- Proven experience with workflow automation, business rules, ticketing flows, and reporting.

- Familiarity with Zendesk APIs, integrations, and middleware platforms like Zapier, Workato, or Mulesoft.

- Experience in user training, stakeholder management, and cross-functional collaboration.

- Strong analytical skills and ability to derive insights from support metrics and KPIs.

- Excellent communication and documentation skills.