Zendesk Architect
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Summary
Thoucentric is hiring a Zendesk Architect in Bangalore to own end-to-end Zendesk architecture (Support, Chat, Guide, Talk), build integrations with systems like Salesforce, Slack, and Jira via APIs/webhooks and middleware, and lead implementations. Requires 5+ years of hands-on Zendesk experience plus REST APIs, JSON, and middleware tools.
Key Responsibilities:
- Platform Architecture & Design:
- Own the end-to-end architecture of the Zendesk
environment (Support, Chat, Guide, Talk, etc.).
- Define and enforce best practices, governance,
and scalable design patterns.
- Translate business requirements into functional
and technical solutions within Zendesk.
- Integration & Automation:
- Design and implement integrations between Zendesk
and external systems (e.g., Salesforce, Slack, Jira, ServiceNow, custom
APIs).
- Leverage middleware platforms (e.g., Workato,
Zapier, Mulesoft, Dell Boomi) and Zendesk APIs/Webhooks.
- Build and maintain automation flows, triggers,
and custom workflows to streamline support operations.
- Project Leadership:
- Lead technical discovery sessions with
stakeholders.
- Drive end-to-end implementation of
Zendesk-related initiatives.
- Collaborate with developers, administrators, and
external vendors.
- Optimization & Maintenance:
- Audit and optimize Zendesk performance, user
experience, and configuration.
- Implement analytics and reporting dashboards to
track KPIs.
- Stay up to date with Zendesk releases, apps, and
features.
- Security & Compliance:
- Ensure integration and data flows meet security,
privacy, and compliance requirements (e.g., GDPR, HIPAA).
- Manage role-based access controls and system
integrity.
Requirements
Required Qualifications:
- 5+ years of hands-on experience with Zendesk as
an architect, developer, or admin.
- Proven expertise in designing scalable Zendesk
implementations and integrations.
- Strong proficiency in RESTful APIs, JSON,
webhooks, and middleware integration tools.
- Solid understanding of CRM, ticketing systems,
ITSM processes, and customer support operations.
- Experience working in agile environments and
managing end-to-end delivery cycles.
- Excellent communication and stakeholder
management skills.
Preferred
Qualifications:
- Zendesk Certified Admin or Architect (preferred).
- Experience with scripting languages (JavaScript,
Python) a plus.
- Familiarity with ITIL frameworks and
enterprise-level IT operations.
- Experience integrating Zendesk with data
platforms, analytics tools, or AI/ML services.