Zendesk Architect: Scale CX with Automation & Governance

MicroSourcing International; Metro Manila; Hybrid; PHP 900,000 - 1,600,000; Full time

Benefits offered by this job

Healthcare coverage day one

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Company-sponsored events

Job summary

MicroSourcing is seeking a Zendesk Architect to manage day-to-day Zendesk administration, including users, routing, and automation, to deliver a reliable customer experience. You will collaborate with Contact Centre Operations, Technology, and business stakeholders to implement improvements and ensure governance.

The role favors a highly organized professional who can own production support, troubleshoot issues, and drive continuous platform enhancements in a hybrid Ortigas/Pasig setting.

Qualifications

• Extensive experience administering Zendesk in a production environment.
• Strong knowledge of Zendesk Talk.
• Strong knowledge of Zendesk Support.
• 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.
• Excellent analytical, organizational, and documentation skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.

Responsibilities

• Platform Administration: Administer and maintain Zendesk across units and teams.
• Configure and manage users, groups, roles, permissions, and security settings.
• Maintain queues, routing rules, business hours, skills-based routing, and configurations.
• Configure 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.
• Support root cause analysis and ongoing governance of configurations.
• Partner with stakeholders to translate requirements into Zendesk changes.

Skills

Zendesk administration

Zendesk Talk

Zendesk Support

Contact Center

Workflows & automations

Routing & IVR

Access control

Troubleshooting

Time management

Documentation

Communication

Tools

Zendesk platform

Zendesk Explore

Zendesk APIs

AWS Connect

Job description

MicroSourcing is seeking a Zendesk Architect to manage day-to-day Zendesk administration, including users, routing, and automation, to deliver a reliable customer experience. You will collaborate with Contact Centre Operations, Technology, and business stakeholders to implement improvements and ensure governance.

The role favors a highly organized professional who can own production support, troubleshoot issues, and drive continuous platform enhancements in a hybrid Ortigas/Pasig setting.