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FlixBus is seeking a Zendesk Manager / Developer of Solutions for Migrations to lead the configuration and rollout of Zendesk across the organization. This is a hands-on technical role where you will own the entire Zendesk implementation, from platform configuration to production deployment across 30+ markets.
Key responsibilities include:
**Platform Configuration**: Build and maintain core Zendesk setup across Support, Guide, Talk, and Messaging. Configure ticket fields and forms, groups, views, macros, triggers, automations, SLA policies, omnichannel routing, brands, and roles/permissions. Manage configuration sprawl and keep the instance clean as it scales globally.
**Channel Setup**: Configure Voice (Zendesk Talk on Amazon Connect with IVR), email, webform, messaging, and Help Center for each market in local languages. Adapt the global blueprint to market-specific requirements while maintaining consistency.
**Rollout Delivery**: Translate migration plans into configuration for each market wave. Replicate blueprints, apply market specifics, run test cycles with local teams, support go-live and hypercare, and transition to steady-state operations.
**Integrations**: Configure marketplace apps and webhooks. Define requirements for custom API integrations with Flix backend systems and AI-driven contact channels (chatbot, voicebot), working with engineering teams on implementation.
**Collaboration**: Work daily with business SMEs, training leads, IT engineering, and project leads to ensure successful implementation and adoption.
**Documentation**: Document all configuration and market-specific deviations to Centre of Excellence standards, ensuring knowledge transfer and sustainability.
You will sit within 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 organization.
