Implementation Consultant

HR Central; Bengaluru; Hybrid; INR 1,800,000 - 3,000,000; Full time

Job summary

HR Central is seeking a Zendesk Platform Architect to own the end-to-end Zendesk environment, including Support, Chat, Guide, and Talk. You will define governance, scalable design, and drive integrations with external systems such as Salesforce, Slack, Jira, and ServiceNow.

Responsibilities include leading discovery sessions, delivering end-to-end initiatives, maintaining automation flows, and ensuring security/compliance across data integrations. 5+ years of Zendesk experience required.

Qualifications

• 5+ years hands-on Zendesk experience as architect, developer, or admin.
• Proven ability to design scalable Zendesk implementations and integrations.
• Strong proficiency with RESTful APIs, JSON, webhooks, and middleware tools.
• Solid understanding of CRM, ticketing, ITSM processes, and customer support.
• Experience in Agile environments and end-to-end delivery cycles.
• Excellent communication and stakeholder management.

Responsibilities

• Own the end-to-end architecture of the Zendesk environment (Support, Chat, Guide, Talk, etc.).
• Define and enforce best practices, governance, and scalable design patterns.
• Translate business requirements into functional and technical solutions within Zendesk.
• Design and implement integrations between Zendesk and external systems (e.g., Salesforce, Slack, Jira, ServiceNow, custom APIs).
• Leverage middleware platforms and Zendesk APIs/Webhooks; build automation flows.
• Lead technical discovery sessions with stakeholders and drive end-to-end delivery.
• Collaborate with developers, administrators, and external vendors.
• Audit and optimize Zendesk performance, UX, and configuration; implement KPIs dashboards.
• Ensure security, privacy, and compliance (GDPR, HIPAA); manage role-based access.

Skills

Zendesk architecture

RESTful APIs

JSON

Webhooks

Middleware tools

Agile delivery

Stakeholder management

Communication

Tools

Workato

Zapier

Mulesoft

Dell Boomi

Zendesk APIs

Job description

Role & responsibilities

Platform Architecture & Design:

• Own the end-to-end architecture of the Zendesk environment (Support, Chat, Guide, Talk, etc.).
• Define and enforce best practices, governance, and scalable design patterns.
• Translate business requirements into functional and technical solutions within Zendesk.

Integration & Automation:

• Design and implement integrations between Zendesk and external systems (e.g., Salesforce, Slack, Jira, ServiceNow, custom APIs).
• Leverage middleware platforms (e.g., Workato, Zapier, Mulesoft, Dell Boomi) and Zendesk APIs/Webhooks.
• Build and maintain automation flows, triggers, and custom workflows to streamline support operations.

Project Leadership:

• Lead technical discovery sessions with stakeholders.
• Drive end-to-end implementation of Zendesk-related initiatives.
• Collaborate with developers, administrators, and external vendors.

Optimization & Maintenance:

• Audit and optimize Zendesk performance, user experience, and configuration.
• Implement analytics and reporting dashboards to track KPIs.
• Stay up to date with Zendesk releases, apps, and features.

Security & Compliance:

• Ensure integration and data flows meet security, privacy, and compliance requirements (e.g., GDPR, HIPAA).
• Manage role-based access controls and system integrity.

Required Qualifications:

• 5+ years of hands-on experience with Zendesk as an architect, developer, or admin.
• Proven expertise in designing scalable Zendesk implementations and integrations.
• Strong proficiency in RESTful APIs, JSON, webhooks, and middleware integration tools.
• Solid understanding of CRM, ticketing systems, ITSM processes, and customer support operations.
• Experience working in agile environments and managing end-to-end delivery cycles.
• Excellent communication and stakeholder management skills.

Preferred candidate profile

• Zendesk Certified Admin or Architect (preferred).
• Experience with scripting languages (JavaScript, Python) a plus.
• Familiarity with ITIL frameworks and enterprise-level IT operations.
• Experience integrating Zendesk with data platforms, analytics tools, or AI/ML services.