Service CRM Implementation Engineer

3 weeks ago

Mumbai, India Servilint Technologies Full time

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
User Training and Support :
  • 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.
Qualification :
  • 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

(ref:hirist.tech)

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