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FlixBus is seeking a Zendesk Manager / Developer of Solutions for Migrations to own the configuration and rollout of Zendesk across the organization. You will be the hands-on technical expert responsible for building and maintaining the core Zendesk setup across Support, Guide, Talk, and Messaging platforms.
Key responsibilities include:
**Platform Configuration**: Design and maintain Zendesk infrastructure including ticket fields and forms, groups, views, macros, triggers, automations, SLA policies, omnichannel routing, brands, and roles/permissions. You will manage configuration across 30+ markets while preventing config sprawl and keeping the instance clean as it scales.
**Channel Setup**: Configure Voice (Zendesk Talk on Amazon Connect with IVR), email, webform, messaging, and Help Center for each market in local languages, adapting the global blueprint where market-specific requirements genuinely exist.
**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 transition to steady-state operations.
**Integrations**: Configure marketplace apps and webhooks independently. Define requirements for custom API integrations with 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 to ensure alignment across the organization.
**Documentation**: Document all configuration and market-specific deviations to Centre of Excellence standards, ensuring knowledge transfer and reducing dependency on individual expertise.
You 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 person in the organization.
