Senior Zendesk Platform Engineer (Omnichannel & Integrations)

FlixBus; Lisboa; Híbrido; EUR 50 000 - 70 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Work from Anywhere

Hybrid work model

Wellbeing support

Learning & Development

Mentoring Program

Resumo da oferta

Flix is seeking a Senior Zendesk Administrator to own global Zendesk configuration across Support, Guide, Talk, and Messaging, delivering scalable, compliant workflows for hundreds of agents and millions of passengers. You will work from the business side, translate requirements into production configuration, ensure clean sprawl control, and collaborate with IT, training, and product teams.

This role emphasizes hands-on setup, cross-market rollout, multilingual support, and documenting

Qualificações

• 5+ years hands-on administering and configuring Zendesk in production (Enterprise plans).
• Experience managing Zendesk for multiple brands, markets, or languages.
• Experience configuring Talk, Messaging, or multi-language Help Center.

Responsabilidades

• Platform configuration across Support, Guide, Talk, and Messaging: forms, groups, views, macros, triggers, automations, SLAs, routing, brands, permissions.
• Channel setup for Voice (Talk on Amazon Connect) and other channels by market and language.
• Rollout delivery: replicate blueprint, apply market specifics, test, go-live, and hypercare.
• Integrations: configure apps and webhooks; define requirements for API integrations.
• Collaborate daily with business SMEs, training, IT engineering, and project leads.
• Document configuration and market deviations to Centre of Excellence standards.

Conhecimentos

Zendesk administration

Enterprise Zendesk

Triggers & automations

Macros & SLA policies

Ticket forms & custom fields

Omnichannel routing

Zendesk certification

Multi-brand / multi-language

REST APIs / webhooks

Integration testing

Hybrid work

English communication

Ferramentas

Zendesk Apps Framework

Descrição da oferta de emprego

Flix is seeking a Senior Zendesk Administrator to own global Zendesk configuration across Support, Guide, Talk, and Messaging, delivering scalable, compliant workflows for hundreds of agents and millions of passengers. You will work from the business side, translate requirements into production configuration, ensure clean sprawl control, and collaborate with IT, training, and product teams.

This role emphasizes hands-on setup, cross-market rollout, multilingual support, and documenting