Job 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
- 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 reco...