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:

• Advanced, near native English proficiency.
• 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.

On-site role in Bogota.