Hybrid Zendesk Platform Engineer — Scale Operations

MicroSourcing International; Manila; Hybrid; PHP 900,000 - 1,200,000; Full time

Benefits offered by this job

Healthcare coverage

Bonuses

Paid time-off

Life insurance

Job summary

MicroSourcing is seeking a Zendesk Platform Engineer to manage day-to-day Zendesk administration, including user management, routing, and business rules. You will work with Contact Centre Operations, Technology, and business stakeholders to deliver a reliable, scalable Zendesk experience.

This hybrid role emphasizes operational ownership, proactive problem solving, and continuous platform improvements within a production Contact Center environment.

Qualifications

• Extensive experience administering Zendesk in production environments.
• Strong knowledge of Zendesk Talk and Support.
• Experience supporting Contact Center or Customer Service platforms.
• Proven ability to configure workflows, triggers, automations, macros, and business rules.

Responsibilities

• Platform Administration across multiple units and teams.
• Configure users, groups, roles, and security settings.
• Maintain queues, routing rules, hours, and routing logic.
• Manage IVRs, call routing, and operational workflows.
• Create and maintain triggers, automations, macros, and reports.
• Monitor performance and ensure governance of configurations.
• Collaborate with stakeholders to translate requirements into Zendesk changes.

Skills

Zendesk administration

Zendesk Talk

Zendesk Support

Workflow automation

Stakeholder communication

IT service mindset

Tools

Zendesk Explore

Zendesk APIs

Job description

MicroSourcing is seeking a Zendesk Platform Engineer to manage day-to-day Zendesk administration, including user management, routing, and business rules. You will work with Contact Centre Operations, Technology, and business stakeholders to deliver a reliable, scalable Zendesk experience.

This hybrid role emphasizes operational ownership, proactive problem solving, and continuous platform improvements within a production Contact Center environment.