Implementation Specialist

Empnéo ICT; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Empnéo ICT in Bengaluru seeks an experienced Zendesk Architect to own end-to-end Zendesk architecture across Support, Chat, Guide and Talk, translating business requirements into scalable technical solutions.

You will design integrations with Salesforce, Slack, Jira, and ServiceNow, implement automation flows, governance, and performance optimisations while aligning with ITSM processes and data security standards.

Qualifications

• 5+ years of hands-on Zendesk architecture, development, or admin experience.
• Experience designing scalable Zendesk implementations and integrations.
• Strong proficiency in RESTful APIs, JSON, webhooks, and middleware tools.
• Solid understanding of CRM, ticketing, ITSM processes, and customer ops.
• Experience in agile environments and end-to-end delivery.
• Excellent communication and stakeholder management.

Responsibilities

• Own end-to-end Zendesk architecture for Support, Chat, Guide, and Talk.
• Define governance, best practices, and scalable design patterns.
• Design integrations with Salesforce, Slack, Jira, ServiceNow, and custom APIs.
• Lead technical discovery and drive end-to-end Zendesk initiatives.
• Audit performance, analytics, and stay updated with Zendesk releases.
• Collaborate with developers, admins, and vendors to deliver solutions.

Skills

Zendesk architecture

RESTful APIs

JSON

Webhooks

Middleware integration

Agile

Stakeholder management

CRM/ITSM

Tools

Workato

Zapier

Mulesoft

Dell Boomi

Zendesk APIs

Job description

• 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.
• 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 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.