Zendesk Consultant

Discover your 100% YOU with MicroSourcing!

Position: Zendesk Administrator (Contact Center Platform)
Location: Ortigas, Pasig
Work setup & shift: Hybrid but open to WFH for highly qualified candidates (if fully versed in all products including AWS Connect / ZD Contact Center)

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Zendesk Administrator (Contact Center Platform), you will:

Manage the day-to-day administration of Zendesk, including user management, routing configuration, business rules, workflows, reporting, troubleshooting, and continuous platform improvements. Working closely with Contact Centre Operations, Technology teams, and business stakeholders, the Zendesk Administrator will ensure the platform delivers a reliable, efficient, and scalable customer experience.

This position is ideal for a highly organized, technically capable Zendesk professional who enjoys operational ownership, proactive problem solving, and driving continuous improvement within a production Contact Center environment.

Key responsibilities include:

Platform Administration

• Administer and maintain the Zendesk platform across multiple business units and operational teams.
• Configure and manage users, groups, roles, permissions, and security settings.
• Maintain queues, routing rules, business hours, skills-based routing, and contact center configurations.
• Configure and maintain IVRs, call routing logic, queues, overflow strategies, and operational workflows.
• Create and maintain triggers, automations, macros, views, forms, ticket fields, and business rules.
• Manage Zendesk Talk configuration, telephony settings, and associated operational features.
• Perform routine platform administration, health checks, and system housekeeping activities.
• Ensure platform configurations follow governance standards and documented best practices.

Operational Support

• Investigate and resolve platform-related issues affecting users and contact center operations.
• Troubleshoot routing issues, ticket workflows, telephony functionality, and user access problems.
• Provide second-level platform support for operational teams.
• Coordinate incidents, service requests, and escalations with Zendesk Support where required.
• Support planned system changes, releases, maintenance windows, and configuration updates.
• Monitor platform performance and proactively identify potential operational issues before they impact service delivery.
• Participate in root cause analysis and implement preventative improvements.

Continuous Improvement

• Identify opportunities to simplify and automate operational processes.
• Recommend improvements to workflows, routing logic, and platform configuration.
• Optimize agent experience through improved system usability and operational efficiency.
• Support enhancements that improve customer experience, productivity, and service delivery outcomes.
• Collaborate with business stakeholders to translate operational requirements into Zendesk configuration changes.
• Assist in evaluating new Zendesk functionality and features for future adoption.

Reporting & Analytics

• Configure and maintain standard operational reports and dashboards.
• Support business reporting through Zendesk Explore or equivalent reporting tools.
• Assist stakeholders with reporting requirements and operational insights.
• Ensure reporting accuracy and data integrity across the platform.

Documentation & Governance

• Maintain technical documentation covering platform configurations, workflows, routing logic, and administration procedures.
• Document configuration changes, release notes, and operational processes.
• Ensure platform documentation remains current and accessible.
• Support governance processes, change management, and audit requirements.

Stakeholder Collaboration

• Work closely with Contact Centre Operations, Customer Experience, Technology, and business stakeholders.
• Provide functional guidance and platform expertise to end users.
• Participate in platform enhancement planning and operational reviews.
• Support user onboarding and provide basic administrator guidance where required.
• Build strong working relationships across technical and operational teams.

Essential Skills & Experience

• Extensive experience administering Zendesk in a production environment.
• Experience supporting Contact Center or Customer Service platforms.
• Proven experience configuring workflows, triggers, automations, macros, and business rules.
• Experience administering routing, queues, IVRs, and operational configurations.
• User administration, security roles, permissions, and access management.
• Strong troubleshooting and problem-solving capabilities.
• Experience supporting Business-as-Usual platform operations.
• Excellent analytical, organizational, and documentation skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience working independently while managing multiple priorities.

Preferred Skills & Experience

• NOTE: There is a high preference for candidates who are fully versed in all associated contact center products, strictly including AWS Connect and Zendesk (ZD) Contact Center.
  
• Zendesk Explore reporting and dashboard development.
• Experience creating operational reporting and analytics.
• Exposure to Zendesk APIs and basic system integrations.
• Understanding of AI capabilities within the Zendesk ecosystem.
• Experience supporting automation initiatives and workflow optimization.
• Knowledge of customer service best practices and Contact Center operational processes.
• Exposure to IT Service Management (ITSM) principles and change management processes.
• Experience working within enterprise SaaS environments.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

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