Zendesk Manager & Migration Solutions Developer

About the role

Flix is looking for a hands‑on Zendesk Manager and Migration Solutions Developer to own the configuration and rollout of Zendesk across multiple markets. You will translate business requirements into a fully functional Zendesk instance that supports millions of passengers and hundreds of agents.

Key responsibilities

• Configure and maintain core Zendesk components (Support, Guide, Talk, Messaging) including ticket fields, forms, groups, views, macros, triggers, automations, SLA policies, omnichannel routing, brands, roles and permissions.
• Set up channel integrations such as Zendesk Talk on Amazon Connect (IVR, contact flows), email, webforms, messaging and Help Center for each market, adapting the global blueprint where needed.
• Lead market‑by‑market rollout: replicate the blueprint, apply market‑specific settings, run test cycles, support go‑live and hyper‑care, then hand over to steady‑state operations.
• Configure marketplace apps and webhooks; define requirements and test custom API integrations with Flix backend systems and AI‑driven contact channels.
• Collaborate daily with business SMEs, training leads, IT engineering, and project leads to ensure alignment and successful delivery.
• Document all configurations and market‑specific deviations according to Centre of Excellence standards.

Required profile

• 5+ years of hands‑on Zendesk administration and configuration in production environments, preferably on Enterprise plans.
• Deep knowledge of triggers, automations, macros, SLA policies, ticket forms, custom fields/objects and omnichannel routing, including trigger firing order and loop prevention.
• Experience translating business rules into technical configurations and delivering them at scale across multiple markets.
• Comfortable being the most technical Zendesk resource on the team and able to work independently.
• Zendesk Admin certification is a plus.

Required skills

• Zendesk platform configuration (triggers, automations, macros, SLA, ticket fields, forms, objects, routing).
• Zendesk Talk on Amazon Connect, IVR design and contact flow configuration.
• Integration setup using marketplace apps, webhooks and API specifications.
• Documentation of configuration and deviation management.

What we offer

• Dynamic, tech‑driven work environment with competitive pay.
• Strong growth opportunities within a fast‑growing travel company.
• Opportunity to shape the customer service experience for millions of passengers.