Zendesk Administrator: Elevate Your Contact Center Ops

MicroSourcing; Manila; Hybrid; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing seeks a Zendesk Administrator (Contact Center Platform) to manage day-to-day Zendesk operations across multiple business units. You will configure users, routing, IVRs, triggers, and reporting, partnering with Operations, Technology, and stakeholders to ensure a reliable, scalable CX platform.

This role emphasizes operational ownership and continuous improvement in a production Contact Center, with hybrid work options and the opportunity to work remotely for highly qualified

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 the Zendesk platform across multiple business units and operational teams.
• Configure and manage users, groups, roles, permissions, and security settings.
• Maintain queues, routing rules, business hours, skills-based routing, and contact center configurations.
• Configure and maintain IVRs, call routing logic, queues, overflow strategies, and operational workflows.
• Create and maintain triggers, automations, macros, views, forms, ticket fields, and business rules.
• Manage Zendesk Talk configuration, telephony settings, and associated operational features.
• Perform routine platform administration, health checks, and system housekeeping activities.
• Ensure platform configurations follow governance standards and documented best practices.
• Investigate and resolve platform-related issues affecting users and contact center operations.
• Troubleshoot routing issues, ticket workflows, telephony functionality, and user access problems.
• Provide second-level platform support for operational teams.
• Coordinate incidents, service requests, and escalations with Zendesk Support where required.
• Support planned system changes, releases, maintenance windows, and configuration updates.
• Monitor platform performance and proactively identify potential operational issues before they impact service delivery.
• Participate in root cause analysis and implement preventative improvements.
• Identify opportunities to simplify and automate operational processes.
• Recommend improvements to workflows, routing logic, and platform configuration.
• Optimize agent experience through improved system usability and operational efficiency.
• Support enhancements that improve customer experience, productivity, and service delivery outcomes.
• Collaborate with business stakeholders to translate operational requirements into Zendesk configuration changes.
• Assist in evaluating new Zendesk functionality and features for future adoption.

Skills

Zendesk administration

Problem solving

Stakeholder communication

Analytical skills

Tools

Zendesk Platform

Zendesk Explore

AWS Connect

Zendesk APIs

Job description

MicroSourcing seeks a Zendesk Administrator (Contact Center Platform) to manage day-to-day Zendesk operations across multiple business units. You will configure users, routing, IVRs, triggers, and reporting, partnering with Operations, Technology, and stakeholders to ensure a reliable, scalable CX platform.

This role emphasizes operational ownership and continuous improvement in a production Contact Center, with hybrid work options and the opportunity to work remotely for highly qualified