Zendesk Administrator (Contact Center) – Hybrid Role

MicroSourcing International; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare from day one

Performance bonuses

PTO with cash conversion

Life insurance

Team events

Job summary

MicroSourcing International is seeking a Zendesk Administrator to manage day-to-day Zendesk operations for a production contact center. You will handle user management, routing, triggers, automations, and reporting, partnering with operations and technology teams to ensure reliable customer service delivery.

The role offers hybrid work with potential WFH for highly qualified candidates, and requires strong problem-solving and stakeholder communication skills.

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

• Administer and maintain Zendesk across multiple units and teams.
• Configure users, groups, roles, permissions, and security settings.
• Maintain queues, routing rules, business hours, skills-based routing, and configurations.
• Manage IVRs, call routing logic, queues, and workflows.
• Create and maintain triggers, automations, macros, views, and ticket fields.
• Manage Zendesk Talk configuration and telephony features.
• Perform regular health checks and housekeeping.
• Ensure governance and documented best practices.

Skills

Zendesk admin

Contact Center

Workflows

Triggers

Automations

Macros

Business rules

Routing

Queues

IVRs

Operational configs

User administration

Security roles

Permissions

Access management

Troubleshooting

BAU ops

Analytics

Documentation

Stakeholder communication

Independent work

Tools

Zendesk Explore

AWS Connect

ZD Contact Center

Zendesk APIs

Job description

MicroSourcing International is seeking a Zendesk Administrator to manage day-to-day Zendesk operations for a production contact center. You will handle user management, routing, triggers, automations, and reporting, partnering with operations and technology teams to ensure reliable customer service delivery.

The role offers hybrid work with potential WFH for highly qualified candidates, and requires strong problem-solving and stakeholder communication skills.