Hybrid Zendesk Administrator for Contact Center Ops

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 420,000 - 720,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Flexible work arrangements

Career growth

Inclusive culture

Job summary

MicroSourcing in the Philippines is seeking a Zendesk Administrator to manage day-to-day Zendesk administration across multiple units, ensuring reliable, scalable customer experience. This role collaborates with Contact Centre Operations, Technology teams and stakeholders to optimize workflows and reporting.

The ideal candidate brings extensive Zendesk production experience, familiarity with AWS Connect and ZD Contact Center, and a proactive approach to continuous improvement within a production

Qualifications

• Extensive experience administering Zendesk in a production environment.
• Experience supporting Contact Center or Customer Service platforms.
• Proven experience configuring workflows, triggers, automations, macros, and business rules.
• Experience administering routing, queues, IVRs, and operational configurations.
• User administration, security roles, permissions, and access management.
• Strong troubleshooting and problem-solving capabilities.
• Experience supporting Business-as-Usual platform operations.
• Excellent analytical, organizational, and documentation skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Experience working independently while managing multiple priorities.

Responsibilities

• Platform Administration: Administer and maintain Zendesk across multiple units and teams.
• Configure and manage users, groups, roles, permissions, and security settings.
• Maintain queues, routing rules, business hours, skills-based routing, and configurations.
• Configure and maintain IVRs, call routing logic, queues, and workflows.
• Create and maintain triggers, automations, macros, views, forms, and ticket fields.
• Manage Zendesk Talk configuration and telephony features.
• Perform routine platform administration and health checks.
• Ensure platform configurations follow governance standards.
• Operational Support: Investigate and resolve platform issues affecting users and operations.
• Troubleshoot routing issues, ticket workflows, and telephony functionality.
• Provide second-level platform support for operational teams.
• Coordinate incidents and escalations with Zendesk Support.
• Support planned changes, releases, and maintenance windows.
• Monitor performance and identify issues before impact.
• Participate in root cause analysis and preventative improvements.
• Continuous Improvement: Identify opportunities to simplify and automate processes.
• Recommend improvements to workflows and routing logic.
• Optimize agent experience through usability improvements.
• Support enhancements for customer experience and service delivery.
• Collaborate with stakeholders to translate requirements into configurations.
• Assist in evaluating new Zendesk functionality.
• Reporting & Analytics: Configure standard reports and dashboards.
• Support reporting via Zendesk Explore or equivalent.
• Assist stakeholders with reporting requirements and insights.
• Ensure data integrity across the platform.
• Documentation & Governance: Maintain technical documentation of configurations and procedures.
• Document changes and release notes.
• Keep documentation current and accessible.
• Support governance, change management, and audits.
• Stakeholder Collaboration: Work with Operations, CX, Technology, and business stakeholders.
• Provide guidance and platform expertise to end users.
• Participate in enhancement planning and reviews.
• Assist user onboarding and admin guidance.
• Build relationships across technical and operational teams.

Skills

Zendesk administration

AWS Connect

ZD Contact Center

Zendesk Explore reporting

Zendesk APIs

ITSM principles

Stakeholder communication

Production environment support

Automation & workflows

Tools

Zendesk

AWS Connect

Zendesk Explore

Job description

MicroSourcing in the Philippines is seeking a Zendesk Administrator to manage day-to-day Zendesk administration across multiple units, ensuring reliable, scalable customer experience. This role collaborates with Contact Centre Operations, Technology teams and stakeholders to optimize workflows and reporting.

The ideal candidate brings extensive Zendesk production experience, familiarity with AWS Connect and ZD Contact Center, and a proactive approach to continuous improvement within a production