Zendesk Administrator — Hybrid Role, Drive Customer Experience

MicroSourcing; Manila; Hybrid; PHP 500,000 - 700,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependent coverage

Paid time off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Zendesk Administrator (Contact Center Platform) in Ortigas, Pasig. You will be responsible for day-to-day Zendesk administration, user and routing configuration, and continuous platform improvements to deliver a reliable customer experience.

The role requires strong experience with Zendesk in production environments, plus a focus on operational excellence, cross-functional collaboration, and ongoing process optimization in a hybrid work setup.

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 Zendesk across multiple units and teams.
• Configure and manage users, groups, roles, permissions, and security settings.
• Maintain queues, routing rules, business hours, and skill-based routing.
• Configure IVRs, call routing, queues, and operational workflows.
• Create and maintain triggers, automations, macros, views, and ticket fields.
• Manage Zendesk Talk configuration and telephony settings.
• Regular health checks and routine system housekeeping.
• Ensure configurations follow governance standards and best practices.

Skills

Zendesk administration

Contact center platform

Troubleshooting

Stakeholder communication

AWS Connect familiarity

Tools

Zendesk

Zendesk Explore

Zendesk APIs

AWS Connect

Job description

MicroSourcing is seeking a Zendesk Administrator (Contact Center Platform) in Ortigas, Pasig. You will be responsible for day-to-day Zendesk administration, user and routing configuration, and continuous platform improvements to deliver a reliable customer experience.

The role requires strong experience with Zendesk in production environments, plus a focus on operational excellence, cross-functional collaboration, and ongoing process optimization in a hybrid work setup.