Zendesk Solution Consultant BAE

Cape Town - South Africa

Salary: Not Disclosed

Experience Required: 2years

Posted on: 19 hours ago

Vacancies: 1 Vacancy

Job Summary

Role Overview

Boomerang BPO is seeking an experienced Zendesk Solution Consultant BAE to partner with our customers and internal delivery teams to implement optimise and elevate Zendesk platforms. This includes advanced configuration with a strong focus on Zendesk AI AI Agents and Copilot capabilities.

This role sits at the intersection of customer experience digital transformation and AI enablement directly supporting Boomerangs strategy to deliver scalable highquality AIaugmented customer operations.

Key Responsibilities

1. Zendesk Implementation & Optimisation

Lead end-to-end Zendesk implementations including setup configuration and deployment.
Design and optimise ticketing workflows routing logic SLAs automations triggers macros and views.
Configure omnichannel capabilities (voice email chat messaging) aligned with customer operating models.
Conduct platform audits and deliver recommendations to improve efficiency CSAT and costtoserve.
Support migrations from legacy customer service tools to Zendesk.

2. Zendesk AI AI Agents & Copilot Enablement

Implement configure and optimise Zendesk AI features including:

AI BAES for highvolume lowcomplexity interactions
BAE Copilot and AIassisted responses
Intelligent routing intent detection and sentiment analysis

Identify automation opportunities to reduce manual effort and uplift agent productivity.
Define AI use cases guardrails and escalation structures with stakeholders.
Continuously monitor analyse and improve AI model performance using feedback and analytics.

3. Client Engagement & Advisory

Serve as a trusted technical advisor on Zendesk best practices and CX optimisation.
Translate customer business requirements into scalable Zendesk and AIenabled solutions.
Facilitate discovery sessions solution design workshops and optimisation reviews.
Work closely with Operations QA WFM Digital Transformation and other teams to ensure alignment.

4. Continuous Improvement & Enablement

Stay up to date with Zendesk product releases AI roadmap and best practices.
Contribute to internal documentation standards templates and playbooks.
Support the upskilling and enablement of internal teams and client stakeholders.
Provide technical input into presales engagements as required.

Requirements

Minimum Qualifications & Experience (Essential)

A formal qualification in Information Technology Computer Science Information Systems or a related discipline.
Demonstrated experience implementing and configuring Zendesk in a customer service or BPO environment.
Strong understanding of CRM systems contact centre operations and CX workflows.
Hands-on experience with Zendesk workflows automations triggers macros and omnichannel configuration.
Practical exposure to AI-enabled customer service tools including automation and agentassist features.
Ability to manage multiple client environments independently.

Preferred Qualifications & Experience

Zendesk Certifications (e.g. Zendesk Support Administrator Zendesk Consultant).
Experience implementing or managing Zendesk AI bots or agent-tier automation.
Background working in a BPO contact centre or digital transformation environment.
Experience with analytics reporting and performance optimisation.
Exposure to remote or distributed team environments.

Key Skills & Attributes

Strong analytical and problemsolving capability.
Excellent communication and stakeholder engagement skills.
A clientcentred mindset with a passion for optimising customer experiences.
Comfortable navigating fastpaced dynamic techdriven environments.
Curious proactive and enthusiastic about AI automation and emerging CX technologies.

Benefits

Work at the forefront of AIenabled customer experience delivery.
Influence how global brands leverage Zendesk and AI at scale.
Collaborate with a dynamic highperforming Digital Transformation team.
Flexible working environment with remote options.
Significant career growth opportunities including pathways to Lead Consultant or Solution Architect roles.

Required Skills:

Minimum Qualifications & Experience (Essential) A formal qualification in Information Technology Computer Science Information Systems or a related discipline. Demonstrated experience implementing and configuring Zendesk in a customer service or BPO environment. Strong understanding of CRM systems contact centre operations and CX workflows. Hands-on experience with Zendesk workflows automations triggers macros and omnichannel configuration. Practical exposure to AI-enabled customer service tools including automation and agentassist features. Ability to manage multiple client environments independently. Preferred Qualifications & Experience Zendesk Certifications (e.g. Zendesk Support Administrator Zendesk Consultant). Experience implementing or managing Zendesk AI bots or agent-tier automation. Background working in a BPO contact centre or digital transformation environment. Experience with analytics reporting and performance optimisation. Exposure to remote or distributed team environments. Key Skills & Attributes Strong analytical and problemsolving capability. Excellent communication and stakeholder engagement skills. A clientcentred mindset with a passion for optimising customer experiences. Comfortable navigating fastpaced dynamic techdriven environments. Curious proactive and enthusiastic about AI automation and emerging CX technologies.

Role OverviewBoomerang BPO is seeking an experienced Zendesk Solution Consultant BAE to partner with our customers and internal delivery teams to implement optimise and elevate Zendesk platforms. This includes advanced configuration with a strong focus on Zendesk AI AI Agents and Copilot capabiliti...