– Zendesk Implementation Consultant

Role: Zendesk Implementation Consultant

Experience: 4+ Years

Location: Bangalore Preferred (Fully Remote – Open Across India)

Shift: UK / European Time Zones (Fixed or Rotational Based on Project Needs)

About the Role

We are looking for an experienced Zendesk Implementation Consultant to lead end-to-end implementation and optimization projects for global customers across the US and Europe.

This is a customer-facing, individual contributor role where you will be responsible for gathering requirements, configuring Zendesk solutions, driving adoption, managing stakeholder expectations, and ensuring long-term customer success. The ideal candidate should have strong consulting skills, hands-on Zendesk implementation experience, and the ability to work independently with enterprise customers in a remote environment.

Key Responsibilities

Zendesk Implementation & Delivery

- Lead end-to-end Zendesk implementation projects, including discovery, solution design, configuration, testing, deployment, and hypercare support.

- Configure and customize Zendesk products such as:
- Zendesk Support

- Zendesk Guide

- Zendesk Chat / Messaging

- Zendesk Explore

- Zendesk Talk

- Zendesk AI and Automation features

- Gather business requirements and translate them into scalable Zendesk solutions.

- Design workflows, ticket routing rules, SLAs, business rules, macros, triggers, automations, and reporting capabilities.

- Ensure smooth go-live and successful user adoption across customer organizations.

Customer Consulting & Success

- Act as a trusted advisor and Zendesk subject matter expert for customers.

- Recommend industry best practices for customer support operations and service management.

- Conduct workshops, solution demonstrations, training,



and stakeholder presentations.

- Drive platform adoption and continuous improvement initiatives.

- Partner with customer leadership teams to maximize business value from Zendesk investments.

- Support customers in resolving business-critical issues and platform optimization opportunities.

Collaboration & Execution

- Collaborate with Product, Engineering, Support, and Customer Success teams to ensure successful project delivery.

- Work closely with integration and technical teams to support third-party integrations and custom requirements.

- Manage project deliverables, timelines, risks, and customer expectations.

- Maintain implementation documentation, solution designs, and knowledge repositories.

- Contribute to implementation methodologies, playbooks, and process improvements.

Requirements

Required Skills & Qualifications

- 4+ years of experience in Zendesk implementation, SaaS consulting, customer success, or customer service technology projects.

- Proven experience delivering end-to-end Zendesk implementations.

- Strong knowledge of
- Zendesk Support

- Zendesk Guide

- Zendesk Explore

- Zendesk Chat/Messaging

- Zendesk Talk

- Experience configuring workflows, SLAs, ticketing processes, automations, macros, triggers, and reporting dashboards.

- Strong understanding of customer support and service management operations.





- Excellent English communication, presentation, and stakeholder management skills.

- Ability to engage confidently with manager-level and senior stakeholders.

- Experience gathering business requirements and translating them into scalable solutions.

- Ability to manage multiple customers and competing priorities effectively.

- Comfortable working in US and/or European time zones.

Preferred Qualifications

- Zendesk Administrator, Support Administrator, or Zendesk Implementation Certifications.

- Experience with Zendesk AI capabilities, bots, intent routing, automation, and self-service solutions.

- Knowledge of integrations with Salesforce, HubSpot, Dynamics 365, Jira, ServiceNow, or other business applications.

- Exposure to APIs, webhooks, integration frameworks, and workflow automation tools.

- Experience working with enterprise SaaS products and customer support ecosystems.

- Familiarity with Agile project delivery methodologies.

- Experience supporting global and distributed teams.

Work Model & Shifts

- Fully Remote Role

- Bangalore-based candidates preferred

- Open to candidates across India

- Flexible shifts aligned to US and European customer requirements

- Fixed or rotational shift schedules based on project needs

What We Offer

- Opportunity to lead Zendesk implementations for global enterprise customers.

- Exposure to large-scale customer experience and service transformation programs.

- High-ownership consulting role with direct client engagement.

- Career growth in Zendesk ecosystem, Customer Experience (CX), Automation, and AI-powered support solutions.

- Collaborative global work setting with exposure to US and European customers.

📌 Zendesk Implementation Consultant (Bengaluru)
🏢 Thoucentric
📍 Bengaluru