: Zendesk Product Consultant

Location: Remote

Employment Type: Contract

Shift Timing: US Eastern Time (ET)

Company Overview:

fwdDeploy is an AI-powered deployment firm for fast-growing B2B tech and AI-native companies. We get customer service and employee service platforms live fast, fully configured and delivering value from day one.

Here's how: Our forward-deployed engineers work alongside four AI agents: Crane migrates data with zero downtime, Forge turns requirements and transcripts into a configured environment, ProAct catches issues before they become tickets, and Lens scores what's ready before go-live. The agents do the heavy lifting; the FDE owns the outcome.

Most teams treat deployment as weeks of manual setup. We replace that with AI-accelerated systems, then stay to optimize them with you. That's how we treat customers and each other. If you'd rather build something that lasts than patch the same problem twice, we should talk.

Role Overview

- We are seeking an experienced Zendesk Product Consultant to provide hands-on configuration, implementation, and delivery support for enterprise Zendesk customers. This role partners with Engagement Managers, Technical Architects, and enterprise stakeholders to design, configure, and optimize Zendesk solutions.
- The ideal candidate has strong hands-on experience with enterprise customer support platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, ServiceNow, or similar, with expertise in configuration, workflows, integrations, automation, and reporting.
- This is a hands-on role focused on delivering enterprise-grade Zendesk configurations, resolving complex requirements, and working directly with global enterprise customers.

Key Responsibilities

- Lead requirements discovery workshops with enterprise customer stakeholders to translate business needs into Zendesk solution designs.
- Configure and customize Zendesk (Support, Guide, Chat/Messaging, Explore, and related products) including business rules, triggers, automations, SLAs,



and workflows.
- Design and implement integrations between Zendesk and third-party systems (CRM, telephony, data warehouses) using APIs and native/marketplace apps.
- Build reporting and analytics dashboards in Zendesk Explore aligned to customer KPIs.
- Partner with the Engagement Manager and Technical Architect to scope work, estimate effort, and flag technical risks.
- Document solution designs, configuration decisions, and admin/end-user training materials.
- Support UAT, go-live, and post-launch hypercare for enterprise customers.
- Stay current on Zendesk product releases and best practices, bringing recommendations back to customers and the delivery team.

Key Areas of Ownership

- Zendesk configuration, customization, and optimization.
- Case management, workflows, routing, SLAs, and omnichannel support.
- Integration and middleware solutions.
- Automation and AI implementations (ticket summarization, intelligent routing, knowledge recommendations).
- Reporting and analytics (Zendesk Explore) aligned to customer KPIs.
- Documentation, training, and knowledge transfer to customer admins.

Technical Skills

- Strong hands-on experience with enterprise Customer Support platforms such as Zendesk, Freshdesk, Salesforce Service Cloud, ServiceNow, or similar.
- Deep working knowledge of Zendesk Support, Guide, Admin Center, and at least one of Chat/Messaging or Explore.
- Strong experience with REST APIs, webhooks, middleware, and enterprise integrations.
- Experience with workflow automation and low-code/no-code platforms.
- Experience implementing AI/GenAI-enabled customer support capabilities.




- Strong troubleshooting and problem-solving skills across applications and integrations.

Qualifications

- 5–7 years of hands-on experience configuring and implementing Zendesk (or a comparable CX/helpdesk platform) at enterprise scale.
- Deep working knowledge of Zendesk Support, Guide, Admin Center, and at least one of Chat/Messaging or Explore.
- Practical experience integrating Zendesk with third-party systems via REST APIs, webhooks, or native connectors.
- Solid client-facing skills; able to lead workshops and present solution designs directly to enterprise stakeholders.
- Bachelor's degree in Computer Science, Information Technology, Information Systems, or related field preferred.

Preferred Experience

- Current Zendesk certifications (e.g., Zendesk Support Administrator, Advanced Administrator).
- Experience with scripting/light development (JavaScript, Liquid markup) for custom Zendesk apps or advanced automations.
- Familiarity with adjacent enterprise systems such as Salesforce, Jira, Snowflake, or telephony platforms (Amazon Connect, Talkdesk, etc.).
- Experience with Workato, MuleSoft, or similar integration platforms.
- Prior experience delivering through a partner/SI model in support of a software vendor's enterprise accounts.

Why Join Us? At fwdDeploy, you can see your work land. What you build ships to real customers. It shows up in real numbers.

We run on trust, respect, and collaboration. You get flexibility and space to do your best work. And because we're small, what you do moves the whole company.

Great things never came from comfort zones. If you want to build something new and grow fast doing it, come join us.

How to Apply:

Please send your resume, cover letter, and any relevant work samples to [email protected]. In your cover letter, explain why you are a great fit for this role and how your experience aligns with our company's mission and values.

📌 Zendesk Product Consultant (India)
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📍 India