Job Description – 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 environment with exposure to US and European customers.