Three to five years of professional experience working on customer service, customer relationship management, or contact centre platforms in a commercial setting; undergraduate coursework, university projects, and personal projects do not count.
At least one implementation delivered rather than merely supported, including gathering requirements, configuring the system, migrating data, training users, and taking the client live.
Hands-on administration experience with a customer relationship management or service platform. Zendesk is preferred; Salesforce, HubSpot, Freshdesk, Dynamics, ServiceNow, or an equivalent platform is acceptable when the experience is substantial.
Experience designing service processes, including queues, escalation paths, service-level agreements, priority models, and agent workflows, and documenting the rationale for decisions.
Integration knowledge covering REST APIs, webhooks, authentication, and the judgment to choose between a native connector and another approach.
Experience with data migration, including profiling the legacy source, mapping fields, de-duplicating data, and reconciling record counts before and after cutover.
Experience building dashboards in Zendesk Explore or an equivalent and translating results into written findings and actionable recommendations for non-technical audiences.
Client-facing delivery experience leading workshops, running training sessions, and presenting and defending a position when questioned by a business owner.
When using AI tools, the ability to explain and defend every line of delivered output.
A current Zendesk certification or equivalent administrator certification for another CRM or service platform; Zendesk Support Administrator certification must be obtained within the first three months in the role.
Excellent communication and presentation skills.
The CV should specify platforms administered directly, agent counts and ticket volume, the candidate's own contribution, at least one delivered implementation and its scope and duration, a redesigned service process and its results, an integration or data migration and how data accuracy was verified, reporting delivered and how it was used, a challenging client situation, and certifications with awarding body and current status.
Responsibilities
Configure and deploy Zendesk end-to-end, including ticket forms and fields, business rules, service-level agreements, macros, views, routing, and the help centre.
Run requirements workshops with client teams, map their current service processes, and translate those processes into a platform design.
Migrate data and integrate Zendesk with customer relationship management, telephony, email, WhatsApp, social channels, and internal systems through APIs.
Deliver user training, write client-facing documentation, and support the business through go-live and the initial weeks afterward.
Build useful client reporting and interpret what service metrics indicate about operations.
Present designs and recommendations to client stakeholders, including non-technical audiences, and contribute to pre-sales scoping.
Desired Qualifications
Zendesk administration experience is preferred; substantial experience with Salesforce, HubSpot, Freshdesk, Dynamics, ServiceNow, or an equivalent platform is acceptable.
Zendesk Explore, App Developer, or AI Agents credentials are advantageous.
Experience deploying AI agents or chatbots on a service platform is advantageous.
About the Company
Kitsilano Technologies is a leading technology consulting firm based in Kenya, focused on helping organizations accelerate digital transformation through cloud, data, and modern IT solutions.
Kitsilano Technologies designs and delivers data platforms, analytics, and reporting for banks, insurers, manufacturers, and hospitality groups across East Africa. We partner with global technology providers such as AWS and Google Cloud to deliver scalable, secure, and cost-effective solutions that drive real business impact.
About the Role
We are hiring a consultant to configure and roll out Zendesk for our clients and own the relationship with the business users who will use it every day. This role involves Solution design at the pre-sales stage and hands-on configuration and rollout of client projects.
What You Will Do
Configure and deploy Zendesk end-to-end: ticket forms and fields, business rules, SLAs, macros, views, routing, and the help centre.
Run requirement workshops with client teams, map their current service process, and translate it into a platform design
Migrate data and integrate Zendesk with the systems around it: CRM, telephony, email, WhatsApp and social channels, and internal systems over API.
Deliver user training, write the client-facing documentation, and support the business through go live and the first weeks after it.
Build the reporting the client will actually use, and interpret what the service numbers indicate about their operation.
Present designs and recommendations directly to client stakeholders, including non-technical audiences, and contribute to scoping at the pre-sales stage.
Excellent communication and presentation skills
Self-Starter – Motivated – Customer Focused
What You Have
Three to five years working on customer service, CRM or contact centre platforms in a commercial setting.
Undergraduate coursework, university and personal projects do not count toward this.
At least one implementation you delivered rather than supported: requirements gathered, system configured, data migrated, users trained, and the client taken live.
Hands-on administration of a CRM or service platform.
Zendesk is preferred; Salesforce, HubSpot, Freshdesk, Dynamics, ServiceNow or an equivalent is acceptable where the depth is real.
Service process design: queues, escalation paths, SLAs, priority models and agent workflow, with the reasoning behind each decision documented.
Integration literacy: REST APIs, webhooks, authentication, and the judgement to know when a native connector is the right answer and when it is not.
Data migration as a discipline rather than a one-off task: profiling the legacy source, mapping fields, de-duplicating and reconciling record counts before and after cutover.
Reporting and analysis: building dashboards in Zendesk Explore or an equivalent, and turning the result into a written finding and a recommendation a non-technical audience can act on.
Client-facing delivery: leading a workshop, running a training session, and holding a position under questioning from a business owner.
Where AI tools form part of how you work, you are expected to explain and defend every line of output you deliver. We regard them as an accelerator, not a substitute for understanding.
Certification required: a current Zendesk certification, or an equivalent administrator certification on another CRM or service platform, with Zendesk Support Administrator obtained within the first three months in role.
Zendesk Explore, App Developer, and AI Agents credentials, and experience deploying AI agents or chatbots on a service platform, are each an advantage.
What We Want to See in Your CV
The platforms you administered directly, the number of agents and ticket volume they carried, and your own contribution rather than the team's.
At least one implementation you delivered: the client, the scope, how long it took, and what you owned.
One service process you redesigned: what was wrong with it, what you changed, and what improved as a result.
One integration or data migration you ran, and how you proved the data was correct after cutover.
Reporting you delivered, the question it answered, and how the business used it.
The hardest client situation you have handled, rather than a stated proficiency level.
Certifications held, with the awarding body and current status.
What We Offer
The opportunity to work with the leading global OEMs and their technologies.
Ongoing professional development, with certifications supported and funded.
Career growth within a rapidly expanding technology consulting firm.