Mid-Level Zendesk CX Automation Consultant

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Implement, configure, and support customer service environments.

• Set up workflows, triggers, automations, service level agreements (SLAs), forms, and business rules.

• Configure digital communication channels such as WhatsApp, chat, email, and social media.

• Implement self-service flows, chatbots, and knowledge management systems.

• Develop and maintain integrations utilizing REST APIs and webhooks.

• Create dashboards and reports to track key performance indicators.

• Engage in solution implementation, migration, and enhancement initiatives.

• Assist with requirements gathering, documentation, and technical interactions with clients.

• Identify opportunities for ongoing improvement and operational efficiency.

⛳️ Requirements

• Experience with the Zendesk Suite.

• Understanding of Customer Experience (CX) processes.

• Strong expertise in Zendesk Support, including ticket management, forms, fields, macros, triggers, automations, and SLAs.

• Familiarity with Zendesk Guide, help centers, and knowledge base administration.

• Knowledge of Zendesk Messaging, digital channels, Web Widget, and messaging workflows.

• Proficient in Zendesk Explore, including reports, dashboards, and KPI assessment.

• Knowledge of user, group, permission, and access rule management.

• Understanding of REST APIs, webhooks, and integration with external systems.

• Practical experience in implementing and managing the platform.

• Background in customer service, customer support, or contact center projects or operations.

• Acquainted with digital and omnichannel customer service practices.

• Knowledge of SLAs, first contact resolution (FCR), customer satisfaction (CSAT), first response time, and resolution time.

• Understanding of ticket routing, escalation, queue management, and backlog management.

• Familiarity with workflows for agents, supervisors, and operations managers.

• Experience with Advanced AI, AI Agents, and intelligent automations is a plus.

• Knowledge of the Zendesk App Framework (ZAF), Sunshine, and custom objects is a plus.

• Experience with integration platforms, process automation, and serverless functions is a plus.

• Familiarity with JavaScript, Node.js, or Python is a plus.

• Participation in customer service platform migration projects is a plus.

• Official Zendesk certifications are a plus.

• Understanding of Scrum and Kanban methodologies is a plus.

• Consultative mindset with the ability to comprehend business needs.

• Ability to work autonomously on moderately complex tasks.

• Strong communication abilities with technical teams, operations teams, and clients.

• Analytical, collaborative, and problem-solving approach.

• Organized, proactive, and committed to continuous improvement.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and training.

• Flexible working hours and remote work options.

• Comprehensive health and wellness benefits.

• Collaborative and inclusive work environment.