CX Solutions Architect: Zendesk & Contact Center Growth

Outsourcey; Taguig; On-site; PHP 1,674,000 - 2,567,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

HR function shaping

Job summary

Outsourcey is hiring a senior contact centre leader for its Philippines-based team. You will drive Zendesk-driven configurations, lead workshops, and translate business goals into practical solutions that improve agent performance and customer experience.

The role demands 3+ years in contact centre leadership, excellent communication, and strong stakeholder management, with hands-on Zendesk administration (2+ years). Competitive salary and career growth await in a fast-moving CX environment.

Qualifications

• Minimum 3+ years in contact centre leadership or related roles.
• Excellent communication and presentation skills for technical and non-technical audiences.
• Strong stakeholder management and emotional intelligence.
• Experience with Zendesk as an admin, power user, or operational lead (required).
• Admin level Zendesk experience with at least 2 years of hands-on platform management is required.
• Ability to translate business requirements into practical solutions.
• Comfort working with ambiguity and framing discussions around goals and outcomes, not just features.

Responsibilities

• Lead discovery workshops with a client's leadership team and map workflows.
• Help configure Zendesk features to support how agents work and connect to business goals.
• Bridge client strategy with Zendesk and other systems to enable stakeholders; act as more than a technical resource.
• Facilitate product training, workshops, and demonstrations for various stakeholders.
• Support implementations and workflow configuration to meet tactical and strategic goals.
• Advise on best practices for scaling support operations and improving customer experience.
• Bring clarity in ambiguous situations and define outcomes.

Skills

Contact centre leadership

Communication skills

Stakeholder management

Emotional intelligence

Ability to translate requirements into

Ambiguity handling

Accountability and initiative

Tools

Zendesk

Job description

Outsourcey is hiring a senior contact centre leader for its Philippines-based team. You will drive Zendesk-driven configurations, lead workshops, and translate business goals into practical solutions that improve agent performance and customer experience.

The role demands 3+ years in contact centre leadership, excellent communication, and strong stakeholder management, with hands-on Zendesk administration (2+ years). Competitive salary and career growth await in a fast-moving CX environment.