Implementation Consultant

EYEGLOBAL SOLUTIONS PVT. LTD.; Bengaluru; Hybrid; INR 3,500,000 - 5,500,000; Full time

Job summary

EYEGLOBAL SOLUTIONS PVT. LTD.

in Bengaluru is seeking a seasoned Zendesk Architect to design and own end-to-end Zendesk ecosystems, including Support, Chat, Guide and Talk, with emphasis on scalability and governance. You will lead integrations with Salesforce, Slack, Jira and ServiceNow, build automation across middleware platforms, and drive security/compliance alongside stakeholder teams in agile delivery.

Qualifications

• 5+ years of hands-on Zendesk experience as architect, developer, or admin.
• Proven ability to design scalable Zendesk implementations and integrations.
• Strong understanding of CRM, ticketing systems, ITSM processes, and customer support operations.
• Experience in agile delivery and stakeholder management.

Responsibilities

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

Skills

Zendesk

RESTful APIs

Middleware integration

Agile methodologies

Stakeholder management

Tools

Salesforce

Slack

Jira

ServiceNow

Workato

Zapier

Mulesoft

Dell Boomi

Job description

Our client is a niche management consulting and digital transformation firm that combines deep functional expertise with technology to solve complex business problems across Supply Chain, Sales & Distribution, and Finance.

Unlike traditional consulting firms that primarily focus on advisory, the organisation follows an end-to-end problem-solving approach, integrating subject matter expertise, technology, structured programme management and governance. Its consultants work as extensions of client teams, bringing practical industry experience and implementation capability to the table.

The organisation has built strong capabilities across Supply Chain Consulting, IT & Business Consulting, Analytics, AI/ML, SAP, Anaplan, Kinaxis, Oracle, o9, RPA, Logistics & Warehousing, Finance IT and Sales & Distribution.

Its digital workforce comprises data scientists, engineers and visualisation experts, enabling clients to build and deploy technology-led solutions. The firm's innovation arm has successfully developed solutions in areas such as demand forecasting, predictive quality, business scenario planning and commodity price forecasting.

Role Highlights

• Employment: Full-time
• Open Positions: 8
• Experience: 4+ years
• Notice Period: Immediate Joiners
• Work Mode: Hybrid / Remote
• Mandatory Skill: Zendesk Implementation

Detailed Job Description

Key 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.

2. 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.
• Lead technical discovery sessions with stakeholders.
• Drive end-to-end implementation of Zendesk-related initiatives.
• Collaborate with developers, administrators, and external vendors.

4. 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.

5. 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 Qualifications

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