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FlixBus is seeking a Senior Zendesk Administrator to own the configuration and rollout of Zendesk across its global customer service operations. This is a hands-on individual contributor role where you will be the primary architect of Zendesk's platform setup, serving hundreds of agents and millions of passengers daily.
Key responsibilities include:
**Platform Configuration**: Build and maintain core Zendesk setup across Support, Guide, Talk, and Messaging. You will configure ticket fields and forms, groups, views, macros, triggers, automations, SLA policies, omnichannel routing, brands, and roles/permissions. You'll work in a sandbox-to-production model and manage configuration sprawl across 30+ markets.
**Channel Setup**: Configure Voice (Zendesk Talk on Amazon Connect with IVR), email, webforms, messaging, and Help Center for each market in local languages, adapting the global blueprint where market-specific rules require it.
**Rollout Delivery**: For each market wave, translate migration plans into configuration, replicate blueprints, apply market specifics, run test cycles with local teams, support go-live and hypercare, and hand over to steady-state operations.
**Integrations**: Configure marketplace apps and webhooks independently. Define requirements for custom API integrations into Flix backend systems and AI-driven contact channels (chatbot, voicebot), then test results while engineering teams build and own the integration.
**Collaboration**: Work daily with business SMEs, training leads, IT engineering, and project leads across the organization.
**Documentation**: Document all configuration and market-specific deviations to Centre of Excellence standards, ensuring knowledge transfer and reducing dependency.
You will sit inside the business team, translating market and process owner requirements into working Zendesk configurations. You own what ships to production and are comfortable being the most hands-on Zendesk expert in the room.
