Position Summary:We are seeking a Zendesk Implementor to lead the end-to-end design, configuration, and deployment of Zendesk environments for our clients. This role goes beyond administrative support — it requires a technically skilled professional who can architect scalable solutions, develop custom integrations, and leverage data to drive operational excellence across CX systems.The ideal candidate has a strong technical foundation, proven experience implementing Zendesk for complex organizations, and the ability to translate business needs into efficient, automated workflows.Key Responsibilities:Lead full-cycle Zendesk implementations including discovery, design, configuration, testing, and go-live support.Architect scalable workflows across multi-brand, multi-language, and multi-channel environments (Support, Talk, Chat, Guide, Explore, Sell).Develop and manage business rules, triggers, automations, SLAs, and custom roles aligned with client goals.Create integrations between Zendesk and third-party platforms (CRMs, ERPs, analytics tools) using APIs, webhooks, and middleware tools such as Zapier or Workato.Build or customize internal Zendesk Apps through the Zendesk App Framework (ZAF).Partner with cross-functional teams to map business processes, ensure data accuracy, and drive operational efficiency.Design and maintain KPI dashboards and reporting structures in Zendesk Explore, Looker Studio, or related BI tools.Provide training, documentation, and post-launch optimization to ensure sustained performance and adoption.Stay current with Zendesk feature updates and industry best practices to continuously enhance implementation standards.Required Skills/Abilities:Advanced English proficiency.Deep expertise across Zendesk Support Suite (Support, Talk, Chat, Guide, Explore).Proficiency with JavaScript, JSON, Liquid markup, REST APIs, and related development tools.Strong understanding of data architecture, reporting frameworks, and system integrations.Demonstrated ability to manage technical projects and collaborate across multiple business units.Exceptional problem-solving, communication, and documentation skills.Zendesk certifications (Admin Expert, Suite Growth, Explore, or Developer).Experience building private Zendesk Apps using ZAF.Knowledge of SQL, Python, or Google Apps Script for data handling.Experience integrating Zendesk with Salesforce, HubSpot, Gladly, or Intercom.Education and Experience:3–5+ years of experience in Zendesk implementation, CRM architecture, or CX systems engineering.Bachelor’s degree in Computer Science, Information Systems, or a related field.Benefits:Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)Free snacks every dayFree catered lunch every dayFree catered dinner (for those on night shifts)Door-to-door transportation after 9:00 PMHappy hour on FridaysHoliday parties!An amazing, unique office environment (no cubes, no assigned workstations!)Growth and development opportunities (the most in the industry!)Professional development courses by leading business schools like BarnaYoga and workout classes (coming soon!)Community service opportunities (#HoratioCares)Discounts at local restaurants and storesLife At Horatio:Horatio is changing the way people experience life at work. Here’s what makes our vibe different:Employee First (but actually...): At Horatio, we are a family and that plays into everything we do.Cool Clients: Work with fast-growing and innovative companies — including startups — and interact directly with clients (head of customer experience or even the CEO).Growth Opportunities: Opportunities for new employees to grow within; many senior managers started as associates and were promoted.Wellness Program: In-house clinical psychologists and mental health awareness support.Remote Position.
