Job Openings Zendesk Implementation Specialist (Contact Center / CX Operations) – Bogotá C1/C2

About the job Zendesk Implementation Specialist (Contact Center / CX Operations) – Bogotá C1/C2

Zendesk Implementation Specialist (Contact Center / CX Operations) – Bogotá C1/C2

Bogotá, Colombia (On-site)
Full-Time | Senior Level

Position Overview

We are looking for a Zendesk Implementation Specialist with strong experience in Contact Centers / Call Centers environments.

This role requires a technical + operational CX expert who understands how customer support operations work at scale, including ticketing systems, voice channels, SLAs, workforce dynamics, and automation.

Key Responsibilities

  • Lead end-to-end Zendesk implementations (discovery design configuration go-live)
  • Design workflows for high-volume contact center environments (voice, chat, email, omnichannel)
  • Configure:
    • Triggers, automations, SLAs, routing logic
    • Multi-brand / multi-channel environments
  • Integrate Zendesk with:
    • Five9, Talkdesk, Genesys, Salesforce, HubSpot
  • Build reporting and dashboards for:
    • CSAT, SLA compliance, AHT, FCR, occupancy
  • Optimize agent workflows and customer journeys
  • Collaborate with operations, WFM, QA, and CX teams

Required Experience

  • 3–6+ years implementing Zendesk in Contact Centers / BPO environments
  • Strong knowledge of:
    • Ticketing systems
    • Voice platforms (Five9, Genesys, Talkdesk, etc.)
    • CX metrics (SLA, AHT, CSAT, FCR)
  • Experience with:
    • APIs / integrations
    • Automation / workflow design

Technical Requirements

  • Zendesk Support Suite (Support, Talk, Chat, Explore)
  • APIs / Webhooks / Integrations
  • (Preferred) JavaScript / ZAF
  • (Preferred) SQL / BI tools

Language

  • English: C1 / C2 (MANDATORY)

Education

  • Systems Engineering / Computer Science or related

Application Requirements

Please submit:

  • Updated Resume (CV)
  • Updated LinkedIn profile
  • A short note explaining:
    Why should you be selected for this role?

(SEO Li – minimal)

Zendesk Implementation, Contact Center, CX Operations, BPO, Customer Experience, Zendesk Talk, Five9, Genesys, CRM Integration, SLA, AHT, CSAT, Omnichannel Support


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