Job Description

About the Opportunity

We are looking for a highly autonomous and technically strong Senior Zendesk Specialist to own and continuously evolve our Customer Service technology environment. The role combines advanced Zendesk administration, AI, integrations, analytics, and operational understanding. You will proactively study our setup and operation, identify opportunities, implement improvements end-to-end, and keep our Zendesk ecosystem current, scalable, reliable, and increasingly automated. This is not a maintenance-only role: we expect someone who takes ownership, proposes solutions before they become requests, and uses technology to improve customer experience and operational efficiency.

Key Responsibilities and Expected Results

• Own the administration, configuration, and continuous evolution of Zendesk, including triggers, automations, workflows, SLAs, forms, fields, views, routing, queues, skills, macros, permissions, and data structure.
• Maintain a scalable and reliable Zendesk architecture, proactively identifying configuration gaps, risks, unnecessary complexity, and optimisation opportunities.
• Own and evolve Zendesk AI Agents, including advanced and agentic AI capabilities, improving existing agents and implementing new use cases from scratch when required.
• Become a key internal reference for Zendesk Copilot, supporting its implementation, configuration, adoption, and continuous optimisation.
• Maintain strong functional knowledge of Zendesk WFM and Quality Assurance, supporting configuration, integration, troubleshooting, and operational improvements.
• Continuously monitor Zendesk releases, AI developments, Marketplace applications, and new capabilities, proactively recommending solutions that improve automation, productivity, data quality, or customer experience.
• Create advanced dashboards and reports in Zendesk Explore, ensuring correct KPI definitions, calculated metrics, datasets, and reporting logic.
• Investigate data discrepancies and ensure leadership can rely on Zendesk reporting for operational decisions, connecting Zendesk with external analytics solutions when required.
• Lead or technically support integrations between Zendesk and internal or third-party systems using APIs, webhooks, middleware, applications, and other integration methods.
• Administer and improve telephony and WhatsApp solutions integrated with Zendesk, including routing, ticket creation, customer identification, data flows, and reporting.
• Own technical deliveries end-to-end: understand the requirement, analyse, propose, prioritise, configure or coordinate development, test, document, deploy, validate, and monitor results.
• Conduct thorough UAT before releasing changes and take responsibility for identifying and correcting issues related to implementations.
• Actively study operational workflows, dashboards, tickets, customer journeys, and agent behaviour to identify improvement opportunities without waiting for formal requests.
• Technology, and other teams to translate operational needs into technical solutions.
• Manage and continuously improve Zendesk Help Center content, procedures, macros, templates, customer guides, and operational documentation, ensuring clarity, accuracy, searchability, and appropriate tone of voice.
• Train and support internal Zendesk users, providing technical guidance and clear documentation when required.
• Independently manage priorities, deadlines, risks, and multiple parallel initiatives while providing clear and concise progress updates.

What We Are Looking For

• Proven experience as a Zendesk Administrator, Zendesk Specialist, Zendesk Consultant, or similar senior technical role.
• Advanced hands-on knowledge of Zendesk configuration, architecture, automations, triggers, workflows, routing, SLAs, forms, custom fields, macros, permissions, and reporting.
• Strong experience with Zendesk Explore, including advanced dashboards, calculated metrics, datasets, and Customer Service KPI measurement.
• Practical experience with Zendesk AI Agents, conversational AI, bots, or AI-powered Customer Service automation, combined with strong fluency in Generative AI tools.
• Experience or strong knowledge of Zendesk Copilot, WFM, and Quality Assurance.
• Understanding of APIs, webhooks, system integrations, authentication, middleware, and data flows.
• Experience with digital Customer Service channels such as WhatsApp and telephony and their integration with Zendesk.
• Experience with Zendesk Marketplace applications and the ability to assess new tools based on business impact, feasibility, security, and cost.
• Experience in high-volume Customer Service environments; BPO and iGaming experience are strong advantages.
• Knowledge of Power BI or other external reporting platforms, Jira, Confluence, and Google Workspace is advantageous.
• English: Strong advantage for documentation, technical discussions, and international stakeholders.
• Highly autonomous, proactive, analytical, and organised, with strong end-to-end ownership and accountability for delivery quality.
• Able to prioritise independently, manage multiple initiatives, communicate objectively, and provide clear visibility on risks, blockers, and progress.
• Strong technical curiosity and discipline to remain continuously updated on Zendesk, AI, and Customer Service technology developments.
• Comfortable leading technical initiatives and influencing stakeholders without requiring formal people-management responsibility.

Work Setup

• 100% remote position in Brazil
• Monday to Friday, 9:00 AM to 6:00 PM
• Contractor / third-party agreement
• Company-provided laptop