Key Responsibilities

- Platform Architecture &
- Design

- Own the end-to-end architecture of the Zendesk ecosystem, including Support, Chat, Guide, Talk, and other relevant modules.

- Define and implement scalable architecture, governance standards, and best practices.

- Translate business requirements into functional and technical Zendesk solutions.

- Integration &

- Automation

- Design and implement integrations between Zendesk and external platforms such as Salesforce, Slack, Jira, and ServiceNow.

- Work with middleware and integration platforms such as Workato, Zapier, MuleSoft, and Dell Boomi.

- Develop and maintain integrations using Zendesk APIs, REST APIs, and Webhooks.

- Build automation flows, triggers, and customized workflows to improve support operations.

- Technical Leadership &

- Project Delivery

- Lead technical discovery sessions and requirement-gathering discussions with stakeholders.

- Drive end-to-end implementation of Zendesk initiatives.

- Collaborate with developers, administrators, business teams, and external vendors.

- Ensure timely and effective delivery of technical solutions.

- Platform Optimization &

- Maintenance

- Review and optimize Zendesk performance, configurations, and user experience.

- Develop analytics and reporting dashboards to monitor operational KPIs.





- Stay updated with Zendesk product releases, applications, and emerging capabilities.

- Security &

- Compliance

- Ensure integrations and data flows comply with security, privacy, and regulatory standards, including GDPR and HIPAA.

- Manage role-based access controls and maintain platform security and data integrity.

Required Skills &

- Qualifications

- Minimum 5+ years of hands-on experience with Zendesk as an Architect, Developer, or Administrator.

- Robust experience in designing and implementing scalable Zendesk solutions and enterprise integrations.

- Proficiency in REST APIs, JSON, Webhooks, and middleware integration tools.

- Strong understanding of CRM platforms, ticketing systems, ITSM processes, and customer support operations.

- Experience in Agile environments and managing end-to-end project delivery.

- Excellent communication, stakeholder management, and problem-solving skills.

Preferred Qualifications

- Zendesk Certified Administrator or Architect certification.

- Knowledge of JavaScript and/or Python scripting.

- Familiarity with ITIL frameworks and enterprise IT operations.

- Experience integrating Zendesk with data platforms, analytics solutions, and AI/ML services.

📌 Technical Architect – Zendesk (Bengaluru)
🏢 Synectics Apac
📍 Bengaluru