Overview
The Zendesk Implementation Specialist will lead a critical 3-month oversight of the Zendesk architecture and Workforce Management system (Tymeshift) for an established ecommerce retailer. This hands-on role focuses on auditing and optimizing the backend of Zendesk while ensuring proper configuration and reconciliation of workflow management. The successful contractor will collaborate closely with the internal team, driving improvements to streamline operations and enhance reporting capabilities, with the possibility of extending the contract beyond the initial term.
Responsibilities
- Audit and optimise backend ticketing workflows, omni-channel routing logic, triggers, automations, macros and ticket forms.
- Clean up license usage, group permissions and wider user hygiene across the Zendesk estate.
- Configure and troubleshoot REST APIs, JSON payloads and webhooks to connect Zendesk with third-party and internal systems.
- Lead the hands-on configuration and data alignment between Zendesk and Tymeshift.
- Reconcile agent activity tracking, schedule adherence, capacity planning and shrinkage metrics to match operational reality.
- Streamline queue management and staffing visibility for team leaders and operations heads.
- Build, repair and optimise custom reporting schemas and dashboards within Zendesk Explore.
- Document setup processes to ensure the internal team can operate independently post-engagement.
Requirements
- Proven Zendesk administration depth with hands-on experience configuring enterprise-level instances across Support, Guide, Talk, Messaging and Explore.
- Direct Tymeshift experience in setting up, administering or reconciling workforce management data.
- Advanced Zendesk Explore capability, including custom calculated attributes and metrics, data modelling and reporting logic.
- Track record of delivering technical implementation projects in fast-paced contact centres or partner BPOs.
- Ability to operate independently and adapt quickly from day one.
- Immediate availability for a 3-month engagement.
- Within a realistic daily commute of Hereford or willing to lodge locally mid-week for on-site work.