Zendesk / CX Solutions Consultant

Role Overview

This role sits between technical implementation and client consulting – and both sides matter equally.

On the technical side, you’ll work across the full Zendesk suite – Support, Knowledge, Chat, Voice, Analytics, AI agents – connecting Zendesk to external systems via API using Make.com or n8n as middleware. Define endpoints for developers and build light custom Zendesk apps using Zendesk App Builder or AI-assisted development. You’ll need to understand what’s possible within Zendesk’s architecture and know when and why to push its boundaries.

On the consulting side, you’ll work directly with clients who are often coming from fragmented, manual, or outdated customer support operations. You’ll listen, assess, and translate messy real-world workflows into clean, scalable Zendesk environments – sometimes optimising what exists, sometimes rebuilding from scratch. You take the lead, perform requirements mapping, and own the outcome.

What makes this role unique is the depth of client immersion it requires. You temporarily become a highly knowledgeable member of each client’s team – learning their operations, understanding their agents’ behaviour, and building systems that feel intuitive to the people who use them every day. You then advise, build, and onboard – leaving clients with the most capable, well-structured setup their operations allow for.

AI is increasingly shaping how we operate and what clients expect. You’ll introduce and drive AI adoption within Zendesk environments – but first and foremost, you build the clean, well-structured foundation that makes AI actually work.

The ability to communicate complex solutions clearly and bring clients along on the journey is just as important as the technical work itself.

Who This Role Suits Most

You’re a natural system builder. You get genuine satisfaction from walking into someone else’s operational mess, making sense of it, and leaving behind something clean, efficient, and intuitive. Every client brings a new set of challenges. Others’ problems don’t drain you – they engage you.

This role involves constant learning about Zendesk and its surrounding ecosystem. You’re the kind of person who follows Zendesk product updates not because you have to, but because you’re actually curious. You test new features before clients ask about them. You engage in Zendesk’s early access programs/betas, community events once you notice them. You spot a better way of doing something and can’t help but build it.

Engagements move fast – clients come to us for focused, time-bound projects and expect sharp, confident delivery. You thrive in that environment. And when it’s done, you’re proud of what you’ve left behind – not because someone will check, but because that’s just your standard.

Key Responsibilities

• what you'll do:

• Lead discovery and requirements mapping sessions with clients to define CX processes and design system and automation logic tailored to their operations.

• Implement and optimize Zendesk solutions, including major communication channels (email, chat, social, voice, sms)

• Configure and continuously optimise Zendesk AI agents and Copilot – defining conversation flows, handoff logic, and resolution procedures that drive meaningful AI adoption for clients.

• Build automation and data processes using Zendesk tools and other tools like Make.com or n8n where custom logic or non-standard integrations are required.

• Integrate Zendesk with external systems (CRMs, e-commerce platforms, etc.), learning new platforms quickly to ensure proper data flow.

• Build and customise Help Centers using HTML, CSS, and light JavaScript, including knowledge base structure and content architecture.

• Build and customise Help Centers using HTML, CSS, and light JavaScript, including knowledge base structure and content architecture.

• Define KPIs and build reporting frameworks across AI performance, agent efficiency, and team workload. Design and maintain custom metrics, reports, and dashboards in Zendesk Analytics – translating raw data into clear operational insights that clients can act on.

• Develop light custom Zendesk apps using Zendesk App Builder or AI-assisted development when native functionality doesn’t cover the requirement.

• Train and onboard client teams on newly deployed Zendesk setups, ensuring smooth adoption and clear understanding of workflows and automation.

Required Skills \& Experience

• what we’re looking for:

• Deep Zendesk administration experience across Support, Knowledge, Voice, Chat, Analytics, and AI products.

• Zendesk AI \& Advanced AI – bot content strategy, intent training, testing, and optimization.

• Data mapping \& syncing – understanding data structures and how information flows between systems.

• Strong analytical thinking and hands-on Zendesk Analytics experience – ability to build custom metrics, reports, and dashboards from scratch, interpret CX data, identify performance gaps, and make data-driven decisions across AI, agent, and team metrics.

• Familiarity with Zendesk App Builder or ability to develop light custom apps using AI-assisted development.

• API knowledge – endpoints, authentication, webhooks, and connecting systems without native integrations.

• Hands-on experience with automation tools such as Make.com or n8n – building multi-step workflows, handling API calls, and managing data flows between systems.

• Light front-end skills – HTML, CSS, and light JavaScript for Help Center customisation and theme development.

• Ability to manage multiple client environments simultaneously and translate requirements into clean, scalable configurations.

• Strong communication and interpersonal skills – fluent in English, comfortable leading client calls, setting expectations, and building long-term working relationships.

Nice to Have

• Experience with SaaS, CRM, or managed service client work.

• Experience with other CX tools (Intercom, Front, Aircall, Twilio).

• Experience with AI tools such as Claude.

• Additional languages.

Why Join Us

• Work directly with leading CX platforms and diverse client challenges.

• Join a CX-focused team that values strategy, execution, and innovation.

• Shape standardized processes and best practices for Zendesk implementations.

• Remote-first, flexible working environment.