Zendesk Solution Consultant BAE - Cape Town - Boomerang Marketing

Description

Role Overview

Boomerang BPO is seeking an experienced Zendesk Solution Consultant  BAE to partner with our customers and internal delivery teams to implement, optimise, and elevate Zendesk platforms. This includes advanced configuration with a strong focus on Zendesk AI, AI Agents, and Co‑pilot capabilities.

This role sits at the intersection of customer experience, digital transformation, and AI enablement, directly supporting Boomerang's strategy to deliver scalable, high‑quality, AI‑augmented customer operations.

Key Responsibilities

1. Zendesk Implementation & Optimisation

• Lead end-to-end Zendesk implementations, including setup, configuration, and deployment.
  
• Design and optimise ticketing workflows, routing logic, SLAs, automations, triggers, macros, and views.
  
• Configure omnichannel capabilities (voice, email, chat, messaging) aligned with customer operating models.
  
• Conduct platform audits and deliver recommendations to improve efficiency, CSAT, and cost‑to‑serve.
  
• Support migrations from legacy customer service tools to Zendesk.
  

2. Zendesk AI, AI Agents & Co‑pilot Enablement

• Implement, configure, and optimise Zendesk AI features, including:
  • AI BAES for high‑volume, low‑complexity interactions
    
  • BAE Co‑pilot and AI‑assisted responses
    
  • Intelligent routing, intent detection, and sentiment analysis
    
• Identify automation opportunities to reduce manual effort and uplift agent productivity.
  
• Define AI use cases, guardrails, and escalation structures with stakeholders.
  
• Continuously monitor, analyse, and improve AI model performance using feedback and analytics.
  

3. Client Engagement & Advisory

• Serve as a trusted technical advisor on Zendesk best practices and CX optimisation.
  
• Translate customer business requirements into scalable Zendesk and AI‑enabled solutions.
  
• Facilitate discovery sessions, solution design workshops, and optimisation reviews.
  
• Work closely with Operations, QA, WFM, Digital Transformation, and other teams to ensure alignment.
  

4. Continuous Improvement & Enablement

• Stay up to date with Zendesk product releases, AI roadmap, and best practices.
  
• Contribute to internal documentation, standards, templates, and playbooks.
  
• Support the upskilling and enablement of internal teams and client stakeholders.
  
• Provide technical input into pre‑sales engagements as required.
  

Requirements

Minimum Qualifications & Experience (Essential)

• A formal qualification in Information Technology, Computer Science, Information Systems, or a related discipline.
  
• Demonstrated experience implementing and configuring Zendesk in a customer service or BPO environment.
  
• Strong understanding of CRM systems, contact centre operations, and CX workflows.
  
• Hands-on experience with Zendesk workflows, automations, triggers, macros, and omnichannel configuration.
  
• Practical exposure to AI-enabled customer service tools, including automation and agent‑assist features.
  
• Ability to manage multiple client environments independently.
  

Preferred Qualifications & Experience

• Zendesk Certifications (e.g., Zendesk Support Administrator, Zendesk Consultant).
  
• Experience implementing or managing Zendesk AI, bots, or agent-tier automation.
  
• Background working in a BPO, contact centre, or digital transformation environment.
  
• Experience with analytics, reporting, and performance optimisation.
  
• Exposure to remote or distributed team environments.
  

Key Skills & Attributes

• Strong analytical and problem‑solving capability.
  
• Excellent communication and stakeholder engagement skills.
  
• A client‑centred mindset with a passion for optimising customer experiences.
  
• Comfortable navigating fast‑paced, dynamic, tech‑driven environments.
  
• Curious, proactive, and enthusiastic about AI, automation, and emerging CX technologies.
  

Benefits

• Work at the forefront of AI‑enabled customer experience delivery.
  
• Influence how global brands leverage Zendesk and AI at scale.
  
• Collaborate with a dynamic, high‑performing Digital Transformation team.
  
• Flexible working environment with remote options.
  
• Significant career growth opportunities, including pathways to Lead Consultant or Solution Architect roles.