Technical Manager - Zendesk ( 6 months contractual role)
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Protocol Intelligence
Data-driven signals on your job's competitivenessMetro Mumbai location, mid-level TPM title, and Nielsen brand increase density despite niche Zendesk/AI specialization.
Highly specific Zendesk, CX platform, and LLM integration expertise reduces cross-industry transferability.
Mandatory 5+ years, Zendesk Enterprise mastery, API/LLM integration experience, and certifications raise filter strictness.
Job Description
Structured overview of role & requirementsAbout This Role
Lead the strategy and technical stability of the Customer Experience ecosystem post Salesforce to Zendesk migration, focusing on AI-enabled CRM enhancements.
Manage a team of two Zendesk Specialists, oversee Zendesk platform optimizations including AI Agents, Copilot, AutoQA, WFM, and integrations with enterprise search and LLM tools.
Interface with enterprise clients to scope API integrations and drive cross-functional engineering projects ensuring governance, stability, and compliance.
Minimum Requirements
5+ years in Technical Program Management, Systems Engineering, or CX Platform Ownership.
Expertise in architecting Zendesk Enterprise instances including Sandbox, Custom Objects, Omnichannel Routing, AI Agents, Copilot, AutoQA, and Workforce Management.
Proven experience integrating REST APIs, Webhooks, OAuth, and middleware tools like Workato, Zapier, or n8n.
Experience with Enterprise Search technologies and Large Language Models (e.g., Google Gemini, OpenAI).
Ideal Candidate Profile
Strategic operator with proven ability to translate business needs into technical specifications, demonstrated by direct client engagement experience.
Experienced in managing platform governance and knowledge architecture initiatives (e.g., Knowledge-Centered Service).
Senior technical program manager capable of leading AI-driven CRM transformations in complex Zendesk environments.