Zendesk Administrator — Elevate Contact Center Ops (Hybrid)

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 893,000 - 1,228,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is seeking a Zendesk Administrator (Contact Center Platform) to manage day-to-day Zendesk administration, including user management, routing rules, and reporting. The role collaborates with Contact Centre Operations, Technology, and business stakeholders to ensure a reliable, scalable customer experience.

The ideal candidate has extensive Zendesk production experience, strong problem-solving skills, and the ability to own operational ownership within a hybrid work environment.

Qualifications

• Extensive experience administering Zendesk in production.
• Experience supporting Contact Center or Customer Service platforms.
• Proven ability to configure workflows, triggers, automations, macros, and business rules.
• Experience administering routing, queues, IVRs, and operational configurations.
• User administration, security roles, permissions, and access management.

Responsibilities

• Platform Administration: manage Zendesk across units, configure users, groups, roles and security.
• Operational Support: investigate and resolve platform issues, provide second-level support, coordinate incidents.
• Continuous Improvement: identify opportunities to simplify processes and optimize configurations.
• Reporting & Analytics: configure dashboards and support reporting needs.
• Documentation & Governance: maintain technical docs and change logs.
• Stakeholder Collaboration: work with operations, customer experience, tech teams and end users to implement changes.

Skills

Zendesk administration

Workflow configuration

Automation & macros

Troubleshooting

Stakeholder communication

BAU operations

IT knowledge

Tools

Zendesk Explore

Zendesk APIs

AWS Connect

Job description

MicroSourcing is seeking a Zendesk Administrator (Contact Center Platform) to manage day-to-day Zendesk administration, including user management, routing rules, and reporting. The role collaborates with Contact Centre Operations, Technology, and business stakeholders to ensure a reliable, scalable customer experience.

The ideal candidate has extensive Zendesk production experience, strong problem-solving skills, and the ability to own operational ownership within a hybrid work environment.