Zendesk Administrator — Hybrid Role with Growth & Benefits

MicroSourcing; Metro Manila; Hybrid; PHP 600,000 - 900,000; 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) to manage day-to-day Zendesk administration across multiple business units. You will configure users, routing, IVRs, workflows and reports, collaborating with Contact Centre Operations and Technology teams to deliver reliable, scalable customer experiences.

The role is hybrid (open to WFH for highly qualified candidates with AWS Connect and ZD CC proficiency) and offers opportunities for continuous improvement and

Qualifications

• Extensive experience administering Zendesk in production environments.
• 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.
• Strong user administration, security roles, permissions, and access management.
• Excellent analytical, organizational and documentation skills.

Responsibilities

• Administer and maintain Zendesk across multiple business units and teams.
• Configure and manage users, groups, roles, permissions, and security settings.
• Maintain queues, routing rules, business hours, skill-based routing, and contact center configurations.
• Configure and maintain IVRs, call routing logic, queues, and operational workflows.
• Create and maintain triggers, automations, macros, views, forms and ticket fields.
• Manage Zendesk Talk configuration and telephony settings.
• Perform routine platform administration, health checks, and housekeeping.

Skills

Zendesk administration

Troubleshooting

Stakeholder communication

ITSM knowledge

Tools

Zendesk

AWS Connect

Zendesk Explore

Zendesk APIs

Job description

MicroSourcing is seeking a Zendesk Administrator (Contact Center Platform) to manage day-to-day Zendesk administration across multiple business units. You will configure users, routing, IVRs, workflows and reports, collaborating with Contact Centre Operations and Technology teams to deliver reliable, scalable customer experiences.

The role is hybrid (open to WFH for highly qualified candidates with AWS Connect and ZD CC proficiency) and offers opportunities for continuous improvement and