Zendesk Implementation Consultant

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Zendesk Implementation Consultant based in India.

This is a customer-facing consulting role focused on delivering end-to-end Zendesk implementations and optimization projects for global customers. You will lead discovery, solution design, configuration, testing, deployment, and post-launch support. The role combines hands-on platform expertise with business consulting, stakeholder management, and customer success. You will translate business requirements into scalable workflows, automation, reporting, and service-management solutions. Working closely with customer leadership and internal technical teams, you will help organizations maximize the value of their Zendesk environments. The position offers significant autonomy in a fully remote setting, with collaboration across US and European time zones. It is an opportunity to deepen your expertise across CX, SaaS, automation, AI-powered support, and enterprise service transformation.

Accountabilities:: Lead end-to-end Zendesk implementation projects, covering discovery, requirements gathering, solution design, configuration, testing, deployment, go-live, and hypercare support.

Configure and optimize Zendesk Support, Guide, Explore, Chat/Messaging, Talk, AI, and automation capabilities according to customer requirements.

Design scalable workflows, ticket-routing rules, SLAs, business rules, macros, triggers, automations, dashboards, and reporting processes.

Gather and analyze business requirements, translating them into practical and scalable Zendesk solutions aligned with customer service and operational objectives.

Act as a trusted Zendesk subject matter expert, advising customers on service-management best practices, platform optimization, adoption, and continuous improvement.

Conduct customer workshops, demonstrations, training sessions, and stakeholder presentations while managing expectations and maintaining strong client relationships.

Support customers with business-critical issues, platform optimization opportunities, and adoption challenges to maximize the value of their Zendesk investment.

Collaborate with Product, Engineering, Support, Customer Success, and integration teams to deliver projects effectively and support third-party integrations and custom requirements.

Manage project deliverables, timelines, risks, documentation, solution designs, knowledge repositories, and customer communications.

Contribute to implementation methodologies, reusable playbooks, and process improvements that strengthen delivery quality and efficiency.

Requirements:

4+ years of experience in Zendesk implementation, SaaS consulting, customer success, customer service technology, or a related field, with proven experience delivering end-to-end Zendesk projects.

Strong hands-on knowledge of Zendesk Support, Guide, Explore, Chat/Messaging, and Talk, with experience configuring workflows, SLAs, ticketing processes, automations, macros, triggers, and reporting dashboards.

Solid understanding of customer support operations and service-management processes, with the ability to translate business needs into scalable technology solutions.

Strong requirements-gathering, consulting, solution-design, presentation, and stakeholder-management skills, including confidence working with manager-level and senior customer stakeholders.

Excellent English communication skills, both written and verbal, with the ability to work effectively with global and distributed teams.

Ability to manage multiple customers, projects, deadlines, and competing priorities while working independently in a remote environment.

Familiarity with Agile delivery methodologies and experience collaborating with cross-functional Product, Engineering, Support, and Customer Success teams.

Experience with Zendesk AI capabilities, bots, intent routing, automation, self-service, or other AI-powered support solutions is preferred.

Knowledge of integrations with platforms such as Salesforce, HubSpot, Dynamics 365, Jira, or ServiceNow, as well as exposure to APIs, webhooks, integration frameworks, and workflow automation, is advantageous.

Zendesk Administrator, Support Administrator, or Implementation certifications are preferred.

Candidates should be comfortable working fixed or rotational schedules aligned with US and European customer time zones.

A Bangalore location is preferred, although the role is open to qualified candidates across India on a fully remote basis.

Benefits:

Fully remote work model with opportunities to work from anywhere in India.

Bangalore-based candidates are preferred, while applications are open nationwide.

Flexible or rotational shifts aligned with US and European customer requirements.

Opportunity to work directly with global enterprise customers on large-scale Zendesk implementations.

High-ownership consulting position with significant customer interaction and autonomy.

Exposure to customer experience, service transformation, automation, AI-powered support, and enterprise SaaS ecosystems.

Opportunities to develop and grow expertise across the Zendesk and broader CX technology landscape.

Collaborative environment with exposure to international customers and distributed teams.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1