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Service CRM Implementation Engineer
2 weeks ago
Responsibilities :
- We are looking for a Service CRM Implementation and Customization Engineer to join our team and help us deliver high-quality solutions for our clients
- You will be responsible for designing, configuring, testing, and deploying Zendesk requirements and best practices
- You will also be able to customize Zendesk using APIs, webhooks, apps, themes, and scripts
- Lead end-to-end implementation of Zendesk, ensuring a smooth transition from existing systems
- Gather requirements from client representatives to ensure alignment with their needs
- Analyze client's business requirements, translate them and design customized solutions accordingly
- Configure Zendesk settings, workflows, and automations to optimize efficiency
- Customize Zendesk to align with organization's branding and specific requirements
- Develop and maintain custom applications, integrations, and plugins to extend Zendesk functionalities
- Integrate Zendesk with other systems and applications using APIs, webhooks, and middleware
- Conduct training sessions for end-users and support staff to ensure smooth adoption of Zendesk
- Provide ongoing support to users, addressing queries, and troubleshooting issues in a timely manner
- Develop and maintain documentation for Zendesk configurations and customizations
- Collaborate with developers for seamless connections between Zendesk and other internal systems
- Perform regular system maintenance, updates, and patches for optimal performance and security
- Monitor system health, proactively address potential issues Implement backup and recovery plans in collaboration with the IT team
- Analyze system performance metrics, identify areas for improvement and implement enhancements
- Identify automation and optimization opportunities to streamline processes
- Implement and customize Zendesk products using the Zendesk admin interface and Zendesk developer tools
- Knowledge and experience of integrating with multiple channels such as phone, SMS, Jira, WhatsApp, Slack and web.
- Proven experience (4 to 6 years) in implementing and customizing Zendesk, including configuring workflows, automations, and user interfaces
- Proficient in Zendesk admin interface and developer tools, such as Zendesk Apps Framework, SDKs, CLI, and Theme Editor
- Strong knowledge of Zendesk APIs, webhooks, data models and ability to develop custom solutions using Zendesk SDK
- Solid understanding of IT infrastructure and server maintenance
- Knowledgeable in RESTful web services, JSON, XML, and SQL
- Experience in using version control systems, such as Git
- Excellent problem-solving skills and attention to detail
- Strong communication and collaboration skills to work effectively with cross-functional teams
- Passionate, Result Oriented & Committed professional that has will and drive to grow the implementation practice
-
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