About Us
At Thoucentric, we offer end-to-end consulting solutions designed to address the most pressing business challenges across industries. Leveraging deep domain expertise, cutting-edge technology, and a results-driven approach, we help organizations streamline operations, enhance decision-making, and accelerate growth. We are headquartered in Bangalore with presence across multiple locations in India, US, UK, Singapore & Australia Globally.
We help clients with Business Consulting, Program & Project Management, Digital Transformation, Product Management, Process & Technology Solutioning and Execution including Analytics & Emerging Tech areas cutting across functional areas such as Supply Chain, Finance & HR, Sales & Distribution across US, UK, Singapore and Australia. Our unique consulting framework allows us to focus on execution rather than pure advisory. We are working closely with marquee names in the global consumer & packaged goods (CPG) industry, new age tech and start-up ecosystem.
We have been certified as "Great Place to Work" by AIM and have been ranked as "50 Best Firms for Data Scientists to Work For".
We have an experienced consulting team of over 500+ world-class business and technology consultants based across six global locations, supporting clients through their expert insights, entrepreneurial approach and focus on delivery excellence. We have also built point solutions and products through Thoucentric labs using AI/ML in the supply chain space.
Job Description
Job Description – Zendesk Implementation
Consultant
Role:
Zendesk Implementation Consultant
Experience:
4+ Years
Location:
Bangalore Preferred (Fully Remote – Open Across India)
Shift:
UK / European Time Zones (Fixed or Rotational Based on Project
Needs)
About the Role
We are looking for an experienced
Zendesk
Implementation Consultant
to lead end-to-end implementation and
optimization projects for global customers across the US and Europe.
This is a customer-facing, individual
contributor role where you will be responsible for gathering requirements,
configuring Zendesk solutions, driving adoption, managing stakeholder
expectations, and ensuring long-term customer success. The ideal candidate
should have strong consulting skills, hands-on Zendesk implementation
experience, and the ability to work independently with enterprise customers in
a remote environment.
Key Responsibilities
Zendesk Implementation & Delivery
Lead
end-to-end Zendesk implementation projects, including discovery, solution
design, configuration, testing, deployment, and hypercare support.
Configure and
customize Zendesk products such as:
Zendesk Support
Zendesk Guide
Zendesk Chat / Messaging
Zendesk Explore
Zendesk Talk
Zendesk AI and Automation features
Gather
business requirements and translate them into scalable Zendesk solutions.
Design
workflows, ticket routing rules, SLAs, business rules, macros, triggers,
automations, and reporting capabilities.
Ensure smooth
go-live and successful user adoption across customer organizations.
Customer Consulting & Success
Act as a
trusted advisor and Zendesk subject matter expert for customers.
Recommend
industry best practices for customer support operations and service
management.
Conduct
workshops, solution demonstrations, training, and stakeholder
presentations.
Drive
platform adoption and continuous improvement initiatives.
Partner with
customer leadership teams to maximize business value from Zendesk
investments.
Support
customers in resolving business-critical issues and platform optimization
opportunities.
Collaboration & Execution
Collaborate
with Product, Engineering, Support, and Customer Success teams to ensure
successful project delivery.
Work closely
with integration and technical teams to support third-party integrations
and custom requirements.
Manage
project deliverables, timelines, risks, and customer expectations.
Maintain
implementation documentation, solution designs, and knowledge
repositories.
Contribute to
implementation methodologies, playbooks, and process improvements.
Requirements
Required Skills & Qualifications
4+ years of
experience in Zendesk implementation, SaaS consulting, customer success,
or customer service technology projects.
Proven
experience delivering end-to-end Zendesk implementations.
Strong
knowledge of:
Zendesk Support
Zendesk Guide
Zendesk Explore
Zendesk Chat/Messaging
Zendesk Talk
Experience
configuring workflows, SLAs, ticketing processes, automations, macros,
triggers, and reporting dashboards.
Strong
understanding of customer support and service management operations.
Excellent
English communication, presentation, and stakeholder management skills.
Ability to
engage confidently with manager-level and senior stakeholders.
Experience
gathering business requirements and translating them into scalable
solutions.
Ability to
manage multiple customers and competing priorities effectively.
Comfortable
working in US and/or European time zones.
Preferred Qualifications
Zendesk
Administrator, Support Administrator, or Zendesk Implementation
Certifications.
Experience
with Zendesk AI capabilities, bots, intent routing, automation, and
self-service solutions.
Knowledge of
integrations with Salesforce, HubSpot, Dynamics 365, Jira, ServiceNow, or
other business applications.
Exposure to
APIs, webhooks, integration frameworks, and workflow automation tools.
Experience
working with enterprise SaaS products and customer support ecosystems.
Familiarity
with Agile project delivery methodologies.
Experience
supporting global and distributed teams.
Work Model & Shifts
Fully Remote
Role
Bangalore-based
candidates preferred
Open to
candidates across India
Flexible
shifts aligned to US and European customer requirements
Fixed or
rotational shift schedules based on project needs
What We Offer
Opportunity
to lead Zendesk implementations for global enterprise customers.
Exposure to
large-scale customer experience and service transformation programs.
High-ownership
consulting role with direct client engagement.
Career growth
in Zendesk ecosystem, Customer Experience (CX), Automation, and AI-powered
support solutions.
Collaborative
global work environment with exposure to US and European customers.