Zendesk Architect — Drive Scalable Customer Experience

MicroSourcing; Metro Manila; Hybrid; PHP 2,160,000 - 2,880,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependent healthcare coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Ortigas, Pasig is seeking a Zendesk Architect to manage day-to-day Zendesk administration, routing, and platform improvements across business units. This hybrid role (2 days WFH, 3 days onsite) focuses on delivering reliable customer experiences and scalable configurations.

You will collaborate with Contact Centre Operations, Technology, and stakeholders to drive continuous improvement, governance, and reporting using Zendesk Explore.

Qualifications

• Extensive experience administering Zendesk in production.
• Strong knowledge of Zendesk Talk and Zendesk Support.
• Experience supporting contact center or customer service platforms.
• Proven ability configuring workflows, triggers, automations, macros, and business rules.
• Security, user administration, and access management.

Responsibilities

• Administer and maintain Zendesk platform across multiple units.
• Configure 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, and operational workflows.
• Create and maintain triggers, automations, macros, views, and ticket fields.
• Monitor platform performance and perform health checks.
• Document configurations, changes, and governance.

Skills

Zendesk admin

Zendesk Talk

Zendesk Support

CC platform

Workflow config

Troubleshooting

Documentation

ITSM familiarity

Tools

Zendesk APIs

ITSM tools

Job description

MicroSourcing in Ortigas, Pasig is seeking a Zendesk Architect to manage day-to-day Zendesk administration, routing, and platform improvements across business units. This hybrid role (2 days WFH, 3 days onsite) focuses on delivering reliable customer experiences and scalable configurations.

You will collaborate with Contact Centre Operations, Technology, and stakeholders to drive continuous improvement, governance, and reporting using Zendesk Explore.