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Position Overview

We are looking for a Zendesk Implementation Specialist with strong experience in Contact Centers / Call Centers environments. This role requires a technical + operational CX expert who understands how customer support operations work at scale, including ticketing systems, voice channels, SLAs, workforce dynamics, and automation.

Key Responsibilities

- Lead end-to-end Zendesk implementations (discovery, design, configuration, go-live)
- Design workflows for high-volume contact center environments (voice, chat, email, omnichannel)
- Configure triggers, automations, SLAs, routing logic
- Configure multi-brand, multi-channel environments
- Integrate Zendesk with Five9, Talkdesk, Genesys, Salesforce, HubSpot
- Build reporting and dashboards for CSAT, SLA compliance, AHT, FCR, occupancy
- Optimise agent workflows and customer journeys




- Collaborate with operations, WFM, QA, and CX teams

Required Experience

- 3–6+ years implementing Zendesk in Contact Centers / BPO environments
- Strong knowledge of ticketing systems, voice platforms (Five9, Genesys, Talkdesk, etc.), CX metrics (SLA, AHT, CSAT, FCR)
- Experience with APIs / integrations, automation / workflow design

Technical Requirements

- Zendesk Support Suite (Support, Talk, Chat, Explore)
- APIs / Webhooks / Integrations
- Preferred JavaScript / ZAF
- Preferred SQL / BI tools

Language

English: C1 / C2 (MANDATORY)

Education

Systems Engineering / Computer Science or related

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Postúlate en Kit Empleo: kitempleo.com.co/empleo/1azc9t

📌 Zendesk Implementation Specialist (Colombia)
🏢 Patricia Baez
📍 Colombia