Zendesk Solution Architect — Hybrid, Growth & Benefits

MicroSourcing

Manila

Hybrid

PHP 1,200,000 - 2,000,000

Full time

5 days ago

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Benefits offered by this job

Healthcare on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Zendesk Solution Architect in Ortigas, Pasig. The role involves managing day-to-day Zendesk administration across platforms, ensuring reliable, scalable customer experiences, and collaborating with Contact Centre Operations, Technology, and business stakeholders.

The ideal candidate brings extensive Zendesk experience, strong problem-solving skills, and comfort working in a production Contact Center environment.

Qualifications

Experience administering Zendesk in a production environment.
Strong knowledge of Zendesk Talk and Zendesk Support.
Background in supporting Contact Center or Customer Service platforms.

Responsibilities

Platform Administration: manage users, groups, roles, queues, IVRs, and triggers.
Operational Support: investigate issues, coordinate incidents, provide second-level support.
Continuous Improvement: identify automation opportunities and optimize workflows.
Reporting & Analytics: configure dashboards and support reporting needs.
Documentation & Governance: maintain technical docs and change logs.
Stakeholder Collaboration: partner with ops, CX, and tech teams to translate requirements.

Skills

Zendesk Administration

Zendesk Talk

Zendesk Support

IT/CS platforms

Workflow automation

Troubleshooting

Documentation

Stakeholder management

Job description

The ideal candidate brings extensive Zendesk experience, strong problem-solving skills, and comfort working in a production Contact Center environment.

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