Zendesk Engineer: Scale & Optimize Customer Experience

MicroSourcing International; Pasig; Hybrid; PHP 893,000 - 1,674,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing, a leading Philippine-based provider of managed services, is seeking a Zendesk Engineer to manage and optimize Zendesk across multiple business units. You will handle user management, routing, workflows, reporting, and continuous platform improvements within a production Contact Center environment.

The role requires strong Zendesk knowledge, experience with Talk and Support modules, and the ability to partner with operations and technology teams.

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.
• Experience administering routing, queues, IVRs, and operational configurations.
• User administration, security roles, permissions, and access management.
• Strong troubleshooting and problem-solving capabilities.
• Experience supporting BAU platform operations.
• Excellent analytical, organizational and documentation skills.
• Ability to communicate with 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.

Skills

Zendesk administrator

Zendesk Talk

Zendesk Support

Troubleshooting

Documentation

Stakeholder communication

Independent work

Prioritization

Tools

Zendesk Explore

Zendesk API

Job description

MicroSourcing, a leading Philippine-based provider of managed services, is seeking a Zendesk Engineer to manage and optimize Zendesk across multiple business units. You will handle user management, routing, workflows, reporting, and continuous platform improvements within a production Contact Center environment.

The role requires strong Zendesk knowledge, experience with Talk and Support modules, and the ability to partner with operations and technology teams.