Senior Zendesk Administrator

amplify5; Cape Town; On-site; ZAR 420,000 - 670,000; Full time

Job summary

Amplify5 in Cape Town, South Africa, is seeking a Zendesk Technical Specialist to own, optimise and evolve our Zendesk ecosystem. You will drive automation, AI-enabled workflows, and scalable support experiences.

This is a strategic, hands-on platform ownership role focusing on integrations, reporting, governance, and continuous improvement across customer support operations.

Qualifications

• 3-6+ years hands-on Zendesk administration experience.
• Strong experience with Zendesk Explore reporting and analytics.
• Expert knowledge of Triggers, Automations, Macros, Forms, Views, Ticket Fields, SLAs, Routing Rules.
• Experience with Zendesk AI, bots and self-service journeys.
• Experience working with APIs, webhooks and integrations.
• Strong analytical and problem-solving skills.
• Ability to translate business requirements into scalable technical solutions.

Responsibilities

• End-to-end administration and optimisation of the Zendesk platform
• Designing workflows, triggers, automations, macros, forms, ticket fields, views and routing logic
• Managing support channels including email, chat, messaging, voice, social and Help Centre
• Ensuring platform scalability, performance, governance and security
• Driving best practices across the Zendesk ecosystem
• Designing and optimising Zendesk AI Agents and bot workflows
• Building scalable self-service and knowledge management solutions
• Improving containment, deflection, CSAT and resolution rates
• Creating workflow automations that reduce effort and increase efficiency
• Driving adoption of AI-powered support and agent-assist capabilities
• Building and managing Zendesk Explore dashboards
• Creating custom datasets and calculated metrics
• Providing actionable recommendations to operational and senior leadership teams
• SLA Performance
• First Response Time (FRT)
• Average Handle Time (AHT)
• CSAT
• Agent Productivity
• Deflection Rates

Skills

Zendesk Admin

Explore Reporting

APIs & Webhooks

Automation

AI Capabilities

Platform Governance

Problem Solving

Education

Zendesk Certification

Tools

Zendesk API

Webhooks

Job description

We don't just use Zendesk. We push it to its limits. Fancy joining us?

At Amplify5, we're building smarter, faster, AI-powered customer experiences. We're looking for a highly skilled Zendesk Technical Specialist to own, optimise, and evolve our Zendesk ecosystem while helping shape the future of customer support technology.

If you know Zendesk inside out, thrive on automation, love working with AI, and enjoy turning operational challenges into scalable solutions, we'd love to meet you.

This is not a ticket-handling role.

This is a strategic, hands-on technical position focused on platform ownership, automation, integrations, reporting, AI capabilities, and continuous improvement.

What You'll Be Doing

You will be the Zendesk Subject Matter Expert (SME), responsible for:

• End-to-end administration and optimisation of the Zendesk platform
• Designing workflows, triggers, automations, macros, forms, ticket fields, views and routing logic
• Managing support channels including email, chat, messaging, voice, social and Help Centre
• Ensuring platform scalability, performance, governance and security
• Driving best practices across the Zendesk ecosystem
• Designing and optimising Zendesk AI Agents and bot workflows
• Building scalable self-service and knowledge management solutions
• Improving containment, deflection, CSAT and resolution rates
• Creating workflow automations that reduce effort and increase efficiency
• Driving adoption of AI-powered support and agent-assist capabilities
• Building and managing Zendesk Explore dashboards
• Creating custom datasets and calculated metrics
• Providing actionable recommendations to operational and senior leadership teams

• SLA Performance
• First Response Time (FRT)
• Average Handle Time (AHT)
• CSAT
• Agent Productivity
• Deflection Rates

Integrations & Technical Development

Zendesk isn't a platform to you. It's a playground.

• Configure and maintain Zendesk Marketplace applications
• Develop and manage integrations using Zendesk APIs and webhooks
• Partner with Product, Engineering and Operations teams on enhancements
• Ensure seamless connectivity across critical business platforms
• Conduct platform audits and health checks
• Manage change control and testing within sandbox environments
• Own Zendesk governance and documentation
• Stay ahead of Zendesk innovations and emerging AI capabilities
• Define and communicate the Zendesk roadmap

What We're Looking For

3-6+ years of hands-on Zendesk administration experience

Strong experience with Zendesk Explore reporting and analytics

Expert knowledge of:

• Triggers
• Automations
• Macros
• Forms
• Views
• Ticket Fields
• SLAs
• Routing Rules

Experience with Zendesk AI, bots and self-service journeys

Experience working with APIs, webhooks and integrations

Strong analytical and problem-solving skills

Ability to translate business requirements into scalable technical solutions

Nice to Have

Experience with:

• Jira
• Slack
• Workforce Management Platforms
• QA Technologies
• SQL and Data Modelling
• Multi-brand Zendesk environments
• BPO, Contact Centre or Customer Experience operations

You'll play a key role in shaping how technology, automation, and AI transform customer support across the business.

You don't just deliver today's solution. You architect tomorrow's.

This is an opportunity to own a critical platform, influence strategy, work with cutting-edge AI capabilities, and deliver measurable impact across customer experience operations.

Ready to build support tech that actually gets talked about?

Bring your Zendesk expertise. We'll bring the ambition. Let's build something brilliant.