This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Client Engagement - Process Optimization Analyst in India.

This role sits at the intersection of client experience operations, systems thinking, and workflow engineering within a fast-paced, global digital environment. You will be responsible for optimizing and maintaining client engagement platforms, with a strong focus on Zendesk configuration, automation, and continuous process improvement. The position plays a key role in enhancing agent productivity, reducing resolution times, and improving overall client satisfaction. You will collaborate closely with client engagement leaders, technical teams, and operations stakeholders to translate business needs into scalable system solutions. The environment is highly data-driven, requiring strong analytical thinking and attention to operational detail. This is not a client support role, but a technical and process-focused position driving efficiency at scale.

You will own the configuration, optimization, and continuous improvement of client engagement systems, ensuring workflows are efficient, scalable, and aligned with operational goals.

• Manage and maintain Zendesk administration including triggers, automations, macros, views, SLAs, ticket forms, and routing rules
• Design and optimize ticket workflows, escalation paths, and assignment logic to improve efficiency and workload distribution
• Build and maintain business rules across multiple support channels including email, chat, messaging, and web forms
• Configure and improve chatbot flows, AI-assisted triage, and messaging automation to enhance client experience
• Monitor system performance, identify redundancies, and resolve workflow conflicts or inefficiencies
• Implement SLA policies, business hours, and escalation frameworks to meet operational targets
• Collaborate with stakeholders to translate business requirements into scalable technical configurations
• Analyze ticket data and workflow metrics to identify bottlenecks and optimization opportunities
• Support continuous improvement initiatives and contribute to platform roadmap discussions

Requirements:

This role requires strong experience in Zendesk administration, workflow optimization, and data-driven process improvement within client engagement or support operations.

• Hands-on experience as a Zendesk administrator, including configuration of core workflows and system components
• Strong understanding of ticket lifecycle management, routing logic, and automation behavior
• Experience designing multi-channel support workflows across modern customer engagement platforms
• Ability to troubleshoot system issues including trigger conflicts, SLA inconsistencies, and routing errors
• Experience using reporting tools such as Zendesk Explore or similar analytics platforms
• Strong process optimization background within customer service or client engagement environments
• Ability to translate business requirements into technical workflows and explain solutions to non-technical stakeholders
• Strong analytical thinking, problem-solving, and root cause analysis skills
• Familiarity with AI-driven automation tools and chatbot optimization is highly desirable
• Exposure to scripting, APIs, or low-code automation tools is a plus

Benefits:

• Competitive compensation package aligned with experience and market standards
• Fully remote working arrangement with flexible collaboration across global teams
• Opportunity to work on high-impact systems that directly influence client experience and operational efficiency
• Exposure to advanced automation, AI tools, and modern client engagement technologies
• Strong culture of ownership, autonomy, and continuous improvement
• Professional growth opportunities in systems optimization and client operations strategy
• Inclusive and performance-driven global work environment

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!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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