Zendesk Expert Implementer (SDQ)

Position Summary:

We are seeking a Zendesk Implementor to lead the end-to-end design, configuration, and deployment of Zendesk environments for our clients. This role goes beyond administrative support — it requires a technically skilled professional who can architect scalable solutions, develop custom integrations, and leverage data to drive operational excellence across CX systems.

The ideal candidate has a strong technical foundation, proven experience implementing Zendesk for complex organizations, and the ability to translate business needs into efficient, automated workflows.

Key Responsibilities:

● Lead full-cycle Zendesk implementations including discovery, design, configuration, testing, and go-live support.

● Architect scalable workflows across multi-brand, multi-language, and multi-channel environments

(Support, Talk, Chat, Guide, Explore, Sell).

● Develop and manage business rules, triggers, automations, SLAs, and custom roles aligned with client goals.

● Create integrations between Zendesk and third-party platforms (CRMs, ERPs, analytics tools) using APIs, webhooks, and middleware tools such as Zapier or Workato.

● Build or customize internal Zendesk Apps through the Zendesk App Framework (ZAF).

● Partner with cross-functional teams to map business processes, ensure data accuracy, and drive operational efficiency.

● Design and maintain KPI dashboards and reporting structures in Zendesk Explore, Looker Studio, or

related BI tools.

● Provide training, documentation, and post-launch optimization to ensure sustained performance and

adoption.

● Stay current with Zendesk feature updates and industry best practices to continuously enhance

implementation standards.

Required Skills/Abilities:

• Advanced English proficiency. 
• Deep expertise across Zendesk Support Suite (Support, Talk, Chat, Guide, Explore).
• Proficiency with JavaScript, JSON, Liquid markup, REST APIs, and related development tools.
• Strong understanding of data architecture, reporting frameworks, and system integrations.
• Demonstrated ability to manage technical projects and collaborate across multiple business units.
• Exceptional problem-solving, communication, and documentation skills
• Zendesk certifications (Admin Expert, Suite Growth, Explore, or Developer).
• Experience building private Zendesk Apps using ZAF.
• Knowledge of SQL, Python, or Google Apps Script for data handling.
• Experience integrating Zendesk with Salesforce, HubSpot, Gladly, or Intercom.

Education and Experience:

• 3–5+ years of experience in Zendesk implementation, CRM architecture, or CX systems engineering.
• Bachelor’s degree in Computer Science, Information Systems, or a related field.

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like Barna
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!