Zendesk Expert Implementer (BOG)

Hire Horatio CX; Bogotá; Presencial; COP 200.655.474 - 300.983.211; Jornada completa

Descripción de la vacante

Hire Horatio CX in Bogotá, Colombia is looking for a Zendesk Implementor to lead the end-to-end design and deployment of Zendesk environments for clients. This role demands technical expertise to architect scalable solutions and develop custom integrations that enhance operational excellence across customer experience systems.

The ideal candidate should have 3–5+ years of experience in Zendesk implementation, a Bachelor's degree in Computer Science or a related field, and advanced English proficiency. Join our team to drive impactful solutions!

Formación

• 3–5+ years of experience in Zendesk implementation or CRM architecture.
• Ability to manage technical projects and collaborate across business units.

Responsabilidades

• Lead full-cycle Zendesk implementations from design to go-live.
• Architect scalable workflows across multi-brand environments.
• Develop and manage business rules and custom integrations.
• Create integrations using APIs and middleware tools.
• Design and maintain KPI dashboards in Zendesk Explore.

Conocimientos

Advanced English proficiency

Deep expertise in Zendesk Support Suite

Strong understanding of data architecture

Exceptional problem-solving skills

Knowledge of SQL, Python, or Google Apps Script

Educación

Bachelor's degree in Computer Science or related field

Descripción del empleo

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).
• 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).
• 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.