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
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.
Preferred: Experience with integrations, data migration, and governance.
Preferred: Experience in enterprise optimisation, transformation, or new Zendesk launches.
Preferred: Familiarity with AI-enabled CX features and rollout planning.
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 organization across multiple workstreams, deadlines, and changing scope.
Strong collaboration with Project Managers, Architects, and Engineers.
Proud member of the Disability Confident employer scheme
Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).
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