Digital Waffle
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Zendesk & Workforce Management (Tymeshift) Specialist (Contract)
A well-established ecommerce retailer is hiring a Zendesk & Workforce Management (Tymeshift) Specialist on a 3-month contract to lead a hands-on overhaul of their Zendesk architecture and reconcile their WFM setup.
This is a platform-engineering and optimisation contract, not an advisory one. You'll audit and rebuild backend triggers, routing and automations, fix data schemas in Zendesk Explore, and get Tymeshift properly configured and reconciled against operational reality. Immediate start, with strong likelihood of extension.
Rate: £500 per day, outside IR35
Location: Hereford, hybrid, 3 days on-site and 2 remote
What you'll be doing:
- Audit and optimise backend ticketing workflows, omni-channel routing logic, triggers, automations, macros, and ticket forms
- Clean up license usage, group permissions, and wider user hygiene across the Zendesk estate
- Configure and troubleshoot REST APIs, JSON payloads, and webhooks to connect Zendesk with third-party and internal systems
- Lead the hands-on configuration and data alignment between Zendesk and Tymeshift
- Reconcile agent activity tracking, schedule adherence, capacity planning, and shrinkage metrics so they match operational reality
- Streamline queue management and staffing visibility for team leaders and operations heads
- Build, repair, and optimise custom reporting schemas and dashboards within Zendesk Explore
- Develop custom calculated metrics and attributes to eliminate manual offline spreadsheet work
- Document what you build and leave the setup in a state the internal team can confidently run without you
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What you'll need:
- Proven Zendesk administration depth, with hands-on experience configuring enterprise-level instances across Support, Guide, Talk, Messaging, and Explore
- Direct Tymeshift (Zendesk WFM) experience setting up, administering, or reconciling workforce management data
- Advanced Zendesk Explore capability, including custom calculated attributes and metrics, data modelling, and reporting logic
- Track record delivering technical implementation projects inside fast-paced contact centres or partner BPOs
- Comfortable operating independently and moving at pace from day one
- Available immediately for a 3-month engagement
- Within a realistic daily commute of Hereford or willing to lodge locally mid-week for 3 days on-site
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Nice to have:
- Experience working within or for a Zendesk Partner Consultancy or BPO (e.g., Ventrica, Route 101, Appamondo)
- Background in API integrations, Zendesk Apps Framework (ZAF), or custom webhook development
- Prior work inside an ecommerce, retail, or high-volume contact centre environment
This role would suit a hands-on Zendesk and Tymeshift specialist who wants a clean 3-month piece of platform work with a real chance of extension, and who takes pride in leaving the setup in better shape than they found it.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
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