Digital Contact Center Zendesk Consultant
Location : Holborn UK
Join Capgemini and be part of Presales / Solution Design team working on Contact Center opportunities assisting the core solutions team in driving Zendesk / Cloud requirements based on the client’s inputs and Solution requirement.
Principle Duties and Responsibilities
As an Zendesk Expert within Capgemini’s Business Services Global Business Line would perform the following set of responsibilities and duties exists.
•Experience in building solution and implementing CCaaS
•Configure, maintain and restructure the Zendesk infrastructure for multiple clients to ensure it is constantly optimized for our teams and customers
•Manage and automate the user lifecycle management workflow for all CX tools Identify and troubleshoot any CX software performance issues
•Serve as the liaison to Zendesk for technical issues
•Maintain expert-level understanding of all Zendesk features, enhancements, changes and releases
•Support ticket automation efforts creating effective workflows in Zendesk
What you’ll bring
•Zendesk (or similar ticketing software) advanced administration experience
•Working knowledge of Developer tools including Zendesk apps and APIs
•Experience in scripting with SQL and/or Python, for workflow automation and to extract large sets of data, and design of ETL flows
•Proven ability to understand business processes and translate business requirements into application functionality
•Zendesk certification preferred
•Minimum 4 to 5 years of consulting experience or other relevant experience related to successful delivery of Contact Center Technology Solution involving Amazon Connect for opportunities as part of Presales solutions team
•Minimum 10 to 12 years of experience working in multi-client BPO provider with Contact Center Technology platforms predominantly having worked on Zendesk and platforms like, ServiceNow, and any other CRM platforms with additional experience is cloud platforms
What we’ll offer you
Professional development. Accelerated career progression. An environment that encourages entrepreneurial spirit. It’s all on offer at Capgemini. And although collaboration is at the core of the way we work, we also recognise individual needs with a flexible benefits package you can tailor to suit you.
Why we’re different
At Capgemini, we help organisations across the world become more agile, more competitive and more successful. Smart, tailored, often-groundbreaking technical solutions to complex problems are the norm. But so, too, is a culture that’s as collaborative as it is forward thinking. Working closely with each other, and with our clients, we get under the skin of businesses and to the heart of their goals. You will too.
Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.