At Thoucentric, we offer end-to-end consulting solutions designed to address the most pressing business challenges across industries. Leveraging deep domain expertise, cutting-edge technology, and a results-driven approach, we help organizations streamline operations, enhance decision-making, and accelerate growth. We help clients with Business Consulting, Program & Project Management, Digital Transformation, Product Management, Process & Technology Solutioning and Execution including Analytics & Emerging Tech areas cutting across functional areas such as Supply Chain, Finance & HR, Sales & Distribution across US, UK, Singapore and Australia. Our unique consulting framework allows us to focus on execution rather than pure advisory. We have been certified as 'Great Place to Work' by AIM and have been ranked as '50 Best Firms for Data Scientists to Work For'.
We have an experienced consulting team of over 500+ world-class business and technology consultants based across six global locations, supporting clients through their expert insights, entrepreneurial approach and focus on delivery excellence. We have also built point solutions and products through Thoucentric labs using AI/ML in the supply chain space.
Job Description – Zendesk Implementation Consultant
Role: Zendesk Implementation Consultant
Experience: 4+ Years
Bangalore Preferred (Fully Remote – Open Across India)
Shift: UK / European Time Zones (Fixed or Rotational Based on Project Needs)
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.
Zendesk Implementation & Delivery
Lead end-to-end Zendesk implementation projects, including discovery, solution design, configuration, testing, deployment, and hypercare support.
Zendesk Support
Zendesk Chat / Messaging
Zendesk AI and Automation features
Customer Consulting & Success
Recommend industry best practices for customer support operations and service management.
Conduct workshops, solution demonstrations, training, and stakeholder presentations.
Support customers in resolving business-critical issues and platform optimization opportunities.
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.
4+ years of experience in Zendesk implementation, SaaS consulting, customer success, or customer service technology projects.

- Proven experience delivering end-to-end Zendesk implementations.
- Zendesk Support
- Zendesk Chat/Messaging
- Experience configuring workflows, SLAs, ticketing processes, automations, macros, triggers, and reporting dashboards.

Robust understanding of customer support and service management operations.
Excellent English communication, presentation, and stakeholder management skills.
Experience gathering business requirements and translating them into scalable solutions.
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.
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
Flexible shifts aligned to US and European customer requirements
Fixed or rotational shift schedules based on project needs
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.

📌 (Remote) Implementation Specialist (Bengaluru)
🏢 Thoucentric
📍 Bengaluru