Zendesk Implementation Consultant

About the role

Kitsilano Technologies is seeking a consultant to configure and roll out Zendesk for its clients across East Africa. The role combines solution design during pre‑sales with hands‑on implementation and post‑go‑live support.

Key responsibilities

• Configure and deploy Zendesk end‑to‑end, including ticket forms, business rules, SLAs, macros, views, routing and the help centre.
• Run requirement workshops, map existing service processes and translate them into platform designs.
• Migrate data and integrate Zendesk with CRM, telephony, email, WhatsApp, social channels and internal systems via APIs.
• Deliver user training, create client‑facing documentation and support the business through go‑live and the first weeks.
• Build reporting dashboards in Zendesk Explore and interpret service metrics for clients.

Required profile

• 3‑5 years of experience on customer service, CRM or contact‑centre platforms in a commercial setting.
• At least one full implementation delivered end‑to‑end (requirements, configuration, data migration, training, go‑live).
• Hands‑on administration of a service platform; Zendesk preferred.
• Experience designing service processes (queues, escalations, SLAs, agent workflows) with documented rationale.
• Strong integration literacy: REST APIs, webhooks, authentication and ability to choose native connectors versus custom solutions.

Required skills

• Zendesk (Support, Explore, App Developer, AI Agents)
• REST APIs, webhooks, authentication
• Salesforce, HubSpot, Freshdesk, Microsoft Dynamics, ServiceNow
• Data migration and reconciliation
• Reporting dashboards and analysis

What we offer

• Opportunity to work with leading global OEMs and technologies.
• Ongoing professional development with funded certifications.
• Career growth within a rapidly expanding technology consulting firm.