Zendesk Architect

Thoucentric Technology Private Limited; Bengaluru Urban; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Thoucentric Technology Private Limited is seeking a Zendesk architect to own end-to-end Zendesk deployments, integrations, and automation in a hybrid setup in Bengaluru. You will design scalable architectures, implement CRM/ITSM integrations, and lead technical discovery sessions with stakeholders for delivery excellence.

You will collaborate with cross-functional teams to optimize Zendesk performance, analytics, and governance, while adhering to security and compliance standards and keeping

Qualifications

• 5+ years of hands-on Zendesk experience as architect, developer, or admin.

Responsibilities

• Own end-to-end Zendesk architecture and integrations.
• Define governance, and scalable design patterns for Zendesk deployments.
• Translate business requirements into functional and technical Zendesk solutions.
• Design and implement integrations between Zendesk and external systems (Salesforce, Slack, Jira, ServiceNow, APIs).
• Leverage middleware platforms (Workato, Zapier, Mulesoft, Boomi) and Zendesk APIs/Webhooks.
• Build and maintain automation flows, triggers, and custom workflows to streamline support operations.
• Lead technical discovery sessions with stakeholders and drive end-to-end Zendesk initiatives.
• Collaborate with developers, administrators, and external vendors for delivery.
• Audit and optimize Zendesk performance, UX, and configuration; implement analytics dashboards.
• Stay up to date with Zendesk releases, apps, and features; ensure security and compliance.

Skills

Zendesk

Architecture

Integrations

RESTful APIs

JSON

Webhooks

Middleware

CRM/ITSM

Agile

Stakeholder Management

Tools

Zendesk

Workato

Zapier

Mulesoft

Dell Boomi

Job description

Bangalore South, India | Posted on 03/24/2026

• Date Opened 03/24/2026
• Work Mode Hybrid
• Job Type Full time
• Corporate Office Thoucentric, Innovator Building, ITPL Office
• Country India

About Us

At Thoucentric, we offer end-to-end consulting solutions designed to address the most pressing business challengesacross industries. Leveraging deep domain expertise, cutting-edge technology, and a results-driven approach, wehelp organizations streamline operations, enhance decision-making, and accelerate growth. We are headquartered in Bangalore with presence across multiple locations in India, US, UK, Singapore & Australia Globally.

We help clients with Business Consulting, Program & Project Management, Digital Transformation, Product Management, Process & Technology Solutioning and Execution including Analytics & Emerging Tech areas cutting across functional areas such as Supply Chain, Finance & HR, Sales & Distribution across US, UK, Singapore and Australia. Our unique consulting framework allows us to focus on execution rather than pure advisory. We are working closely with marquee names in the global consumer & packaged goods (CPG) industry, new age tech and start-up ecosystem.

We have been certified as "Great Placeto Work" by AIM and have been ranked as "50 Best Firms for Data Scientists to Work For".

We have an experienced consulting team of over 500+ world-class business and technology consultants based across six global locations, supporting clients through their expert insights, entrepreneurial approach and focus on delivery excellence. We have also built point solutions and products through Thoucentric labs using AI/ML in the supply chain space.

Job Description

Key Responsibilities:

• Own the end-to-end architecture of the Zendeskenvironment (Support, Chat, Guide, Talk, etc.).
  
• Define and enforce best practices, governance,and scalable design patterns.
  
• Translate business requirements into functionaland technical solutions within Zendesk.
  
• Integration & Automation:
  
• Design and implement integrations between Zendeskand external systems (e.g., Salesforce, Slack, Jira, ServiceNow, customAPIs).
  
• 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 withstakeholders.
  
• Drive end-to-end implementation ofZendesk-related initiatives.
  
• Collaborate with developers, administrators, andexternal vendors.
  
• Optimization & Maintenance:
  
• Audit and optimize Zendesk performance, userexperience, and configuration.
  
• Implement analytics and reporting dashboards totrack KPIs.
  
• Stay up to date with Zendesk releases, apps, andfeatures.
  
• Security & Compliance:
  
• Ensure integration and data flows meet security,privacy, and compliance requirements (e.g., GDPR, HIPAA).
  
• Manage role-based access controls and systemintegrity.
  

Requirements

Required Qualifications:

• 5+ years of hands-on experience with Zendesk asan architect, developer, or admin.
  
• Proven expertise in designing scalable Zendeskimplementations 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 andmanaging end-to-end delivery cycles.
  
• Excellent communication and stakeholdermanagement skills.
  

PreferredQualifications:

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