Zendesk Solution Consultant BAE

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 Copilot capabilities. This role sits at the intersection of customer experience, digital transformation, and AI enablement, directly supporting Boomerangs strategy to deliver scalable, highquality, AIaugmented 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 costtoserve. Support migrations from...