Zendesk Solution Architect — Hybrid Role with Growth & Perks

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

Benefits offered by this job

Healthcare coverage day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking a Zendesk Administrator to manage day-to-day Zendesk operations, provide second-level support, and drive continuous improvement within a hybrid work setup in Ortigas, Pasig. The role collaborates with Contact Centre Operations, Technology, and business stakeholders to ensure reliable, scalable CX delivery.

Ideal candidates will have extensive Zendesk administration experience, strong troubleshooting, and proficiency with Zendesk Explore, AWS Connect, and Zendesk Contact

Qualifications

• Extensive experience administering Zendesk in a production environment.
• 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.

Responsibilities

• Platform Administration: maintain Zendesk across units and teams; manage users, roles, and security; configure routing and queues; support IVRs and telephony features.
• Operational Support: investigate and resolve platform issues; troubleshoot routing and ticket workflows; provide second-level support; coordinate incidents and escalations.
• Continuous Improvement: identify opportunities to simplify processes; optimize workflows and configuration; improve agent experience.
• Reporting & Analytics: configure and maintain standard reports and dashboards; support Zendesk Explore for insights.

Skills

Zendesk admin

Production support

Troubleshooting

Workflow configuration

User management

Security roles

Stakeholder communication

Tools

ZendeskExplore

AWS Connect

ZD Contact Center

Job description

MicroSourcing is seeking a Zendesk Administrator to manage day-to-day Zendesk operations, provide second-level support, and drive continuous improvement within a hybrid work setup in Ortigas, Pasig. The role collaborates with Contact Centre Operations, Technology, and business stakeholders to ensure reliable, scalable CX delivery.

Ideal candidates will have extensive Zendesk administration experience, strong troubleshooting, and proficiency with Zendesk Explore, AWS Connect, and Zendesk Contact