Zendesk Implementation Consultant

The Zendesk Implementation Consultant delivers Zendesk Professional Services from new launches to enterprise optimisation. Working with Project Managers, Architects, and Engineers, the role leads discovery, designs practical solutions, configures and tests the platform, and enables customer adoption.

• Deliver projects to scope, quality, milestones, and go-live dates.
• Produce clear design, configuration, and handover documentation.
• Build stakeholder confidence through proactive communication and risk management.
• Identify improvement opportunities such as automation, reporting, and AI.

Key Responsibilities

Delivery & Solution Consulting

• Lead discovery workshops to capture workflows, pain points, and success measures.
• Translate requirements into Zendesk designs covering configuration, data, security, routing, automation, and reporting.
• Configure Zendesk features and validate them against agreed acceptance criteria.
• Define integrations and APIs, working with Architects and Engineers on design and testing.
• Maintain design documents, configuration workbooks, runbooks, and release notes for handover.
• Run training and knowledge transfer so customer teams can manage the solution after go-live.
• Maintain Zendesk expertise and required certification standards.

Project Delivery & Stakeholder Management

• Own workstreams, coordinating plans, RAID items, and decisions with the Project Manager.
• Confirm scope in writing and support change control by assessing time, cost, and risk.
• Provide progress updates, evidence of completion, and early escalation of blockers.
• Support governance through stand-ups, status calls, and steering materials.
• Support testing, UAT, defect triage, and release readiness before go-live.
• Complete handover documentation, admin guides, and agreed hypercare arrangements.

Commercial & Practice Contribution

• Work with internal teams and customers to deliver contractual scope to professional standards.
• Spot upsell and cross-sell opportunities and pass them to Account Management or Business Development.
• Escalate delivery, relationship, or commercial risks promptly with recommended actions.

Qualifications

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Required

2+ years in software implementation or consulting, ideally in CX platforms.

•

Required

Hands-on Zendesk implementation experience or equivalent on similar platforms.

•

Required

Strong workshop facilitation and ability to turn business needs into solution designs.

•

Required

Strong delivery discipline across multiple workstreams and deadlines.

•

Required

Excellent written and verbal communication with technical and non-technical stakeholders.

•

Required

Zendesk Support Administrator Expert certification, held or gained during onboarding.

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Preferred

Experience with integrations, data migration, and governance.

•

Preferred

Experience in enterprise optimisation, transformation, or new Zendesk launches.

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Preferred

Familiarity with AI-enabled CX features and rollout planning.

Key Skills & Competencies

• Consultative mindset with pragmatic recommendations based on value, risk, and effort.
• Structured communication with clear notes, actions, and stakeholder alignment.
• Quality focus with effective UAT support and strong handover documentation.
• Strong organisation across multiple workstreams, deadlines, and changing scope.
• Strong collaboration with Project Managers, Architects, and Engineers.

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.