Pave Talent Partners
Zendesk & Workforce Management Specialist
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Role Title: Zendesk & WFM Specialist
Duration: 3 month assignment with high likelihood to extend (Outside IR35 day rate or FTC)
Working Patterns: Minimum 2x days per week onsite in Hereford
Position Summary
We are seeking an experienced, highly technical Zendesk & WFM Specialist for an immediate 3-month contract.
This is a hands-on, platform-engineering and optimization role focused on overhauling our client’s Zendesk architecture, cleaning up backend triggers and ticket routing workflows, fixing data schemas in Zendesk Explore, and fully configuring/reconciling workforce capacity and scheduling data within Tymeshift (Zendesk WFM).
The ideal candidate is a hands-on system admin/architect who has delivered technical implementation projects for fast-paced contact centers or partner BPOs.
Key Responsibilities
- Zendesk Platform Architecture & Administration
- Audit and optimize backend ticketing workflows, omni-channel routing logic, triggers, automations, macros, and ticket forms.
- Clean up license usage, group permissions, and user hygiene.
- Configure and troubleshoot REST APIs, JSON payloads, and webhooks to connect Zendesk with third-party/internal systems.
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WFM & Tymeshift Configuration
- Lead the hands-on configuration and data alignment between Zendesk and Tymeshift.
- Reconcile agent activity tracking, schedule adherence, capacity planning, and shrinkage metrics to match operational realities.
- Streamline queue management and staffing visibility for team leaders and operations heads.
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Zendesk Explore & Analytics
- Build, repair, and optimize custom reporting schemas and dashboards within Zendesk Explore.
- Develop custom calculated metrics and attributes to ensure accurate operational data delivery, eliminating manual offline spreadsheet work.
Candidate Requirements
Must-Have Criteria:
- Proven Zendesk Administration Depth: Hands-on experience configuring enterprise-level Zendesk instances (Support, Guide, Talk, Messaging, Explore).
- Direct Tymeshift (Zendesk WFM) Experience: Practical experience setting up, administering, or reconciling workforce management data directly within Tymeshift.
- Reporting Expertise: Advanced capability in Zendesk Explore (building custom calculated attributes/metrics, data modeling, and reporting logic).
- Location Commitment: Must be within a realistic daily commute of Hereford OR fully willing to lodge locally mid-week for the required 2-3 days on-site.
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Desirable Criteria:
- Experience working within or for a Zendesk Partner Consultancy / BPO (e.g., Ventrica, Route 101, Appamondo).
- Background in API integrations, Zendesk Apps Framework (ZAF), or custom webhook development
If the above role looks to be of interest and you fit the following criteria, please apply online for consideration.
Please note that the successful applicant will have a notice period of 1 week or shorter.
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