Consultor Zendesk CX e Automação Pleno

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Zendesk CX & Automation Consultant – Mid-Level (Consultor Zendesk CX e Automação Pleno) based in Brazil.

As a Zendesk CX & Automation Consultant, you will play an important role in implementing and optimizing digital customer service solutions using the Zendesk Suite platform. You will work closely with clients and technical teams to understand business requirements and transform them into efficient, scalable customer experience solutions. Your responsibilities will include platform configuration, workflow automation, omnichannel integrations, and the development of self-service capabilities. You will help improve customer service operations by enhancing productivity, streamlining processes, and optimizing service quality. The role also involves leveraging APIs, reporting tools, and intelligent automation to deliver measurable operational improvements. This is an excellent opportunity to contribute to digital transformation projects in a collaborative, customer-focused technology environment.

Implement, configure, maintain, and optimize Zendesk Suite environments to support efficient customer service operations. Configure workflows, triggers, automations, SLAs, forms, business rules, and other platform functionalities according to operational requirements. Set up and manage digital customer service channels, including WhatsApp, live chat, email, social media, and other omnichannel communication solutions. Develop and implement self-service solutions, chatbots, help centers, and knowledge bases to improve customer autonomy and reduce support demand. Build, maintain, and troubleshoot integrations with external systems using REST APIs and webhooks. Configure and manage Zendesk Support, Guide, Messaging, and Explore functionalities to support end-to-end customer experience operations. Create dashboards, reports, and performance analyses to monitor service indicators and identify opportunities for improvement. Administer users, groups, permissions, access controls, and operational configurations within the platform. Participate in Zendesk implementation, migration, enhancement, and continuous improvement projects. Gather and document business and technical requirements, working closely with clients and internal technical teams to define appropriate solutions. Provide technical and consultative support throughout project delivery, ensuring that implemented solutions meet business objectives. Identify opportunities to optimize customer service workflows, improve operational efficiency, and enhance the overall customer experience.

Requirements:

Hands-on experience implementing, configuring, and administering the Zendesk Suite platform. Practical knowledge of Zendesk Support, including ticket management, forms, custom fields, macros, triggers, automations, and SLA configurations. Experience with Zendesk Guide, including help center configuration and knowledge base management. Knowledge of Zendesk Messaging, digital communication channels, Web Widget configuration, and messaging workflows. Experience with Zendesk Explore, including dashboards, reports, and service performance analysis. Familiarity with user, group, permission, and access management within Zendesk environments. Knowledge of REST APIs, webhooks, and integrations between Zendesk and external systems. Previous experience working in customer service, customer support, SAC, or Customer Experience (CX) operations. Understanding of digital and omnichannel customer service processes. Familiarity with key customer service performance indicators, including SLA, First Contact Resolution (FCR), Customer Satisfaction (CSAT), first response time, and resolution time. Knowledge of ticket distribution, escalation processes, queue management, and backlog monitoring. Understanding of the daily workflows and operational needs of customer service agents, supervisors, and managers. Strong consultative mindset, with the ability to understand business needs and translate them into effective technical and operational solutions. Ability to independently manage moderately complex activities and deliver results with autonomy. Excellent communication and collaboration skills, particularly when interacting with technical teams, operational stakeholders, and clients. Strong analytical and problem-solving abilities, combined with organization, proactivity, and a continuous improvement mindset.

Nice-to-have qualifications:

Experience with Zendesk Advanced AI, AI Agents, and intelligent automation capabilities. Knowledge of Zendesk App Framework (ZAF), Sunshine, and custom objects. Experience with integration platforms, process automation tools, and serverless function execution. Familiarity with JavaScript, Node.js, or Python. Previous participation in customer service platform migration projects. Official Zendesk certifications. Knowledge of Agile methodologies, particularly Scrum and Kanban.

Benefits:

Full-time employment contract. Fully remote working arrangement. Opportunities to work on digital transformation and customer experience optimization projects. Exposure to innovative technologies, including Artificial Intelligence, Generative AI, and intelligent automation. Access to AI-driven tools and technologies supporting digital solution development. Opportunities to expand technical expertise in Zendesk, integrations, automation, and customer experience platforms. Professional development and continuous learning opportunities. Collaboration with multidisciplinary teams and exposure to diverse business environments. Inclusive working environment with opportunities for people with disabilities (PwD).

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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