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 Co‑pilot capabilities.

This role sits at the intersection of customer experience, digital transformation, and AI enablement, directly supporting
Boomerang’s strategy to deliver scalable, high‑quality, AI‑augmented 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 cost‑to‑serve.
  
• Support
  migrations from legacy customer service tools to Zendesk.
  

2. Zendesk AI, AI Agents & Co‑pilot Enablement

• Implement,
  configure, and optimise Zendesk AI features, including:
  
• AI BAES for high‑volume, low‑complexity interactions
  
• BAE Co‑pilot and AI‑assisted responses
  
• Intelligent
  routing, intent detection, and sentiment analysis
  
• Identify
  automation opportunities to reduce manual effort and uplift agent
  productivity.
  
• Define
  AI use cases, guardrails, and escalation structures with stakeholders.
  
• Continuously
  monitor, analyse, and improve AI model performance using feedback and
  analytics.
  

3. Client Engagement & Advisory

• Serve
  as a trusted technical advisor on Zendesk best practices and CX
  optimisation.
  
• Translate
  customer business requirements into scalable Zendesk and AI‑enabled
  solutions.
  
• Facilitate
  discovery sessions, solution design workshops, and optimisation reviews.
  
• Work
  closely with Operations, QA, WFM, Digital Transformation, and other teams
  to ensure alignment.
  

4. Continuous Improvement & Enablement

• Stay
  up to date with Zendesk product releases, AI roadmap, and best practices.
  
• Contribute
  to internal documentation, standards, templates, and playbooks.
  
• Support
  the upskilling and enablement of internal teams and client stakeholders.
  
• Provide
  technical input into pre‑sales engagements as required.
  

Requirements

Benefits

• Work
  at the forefront of AI‑enabled customer experience delivery.
  
• Influence
  how global brands leverage Zendesk and AI at scale.
  
• Collaborate
  with a dynamic, high‑performing Digital Transformation team.
  
• Flexible
  working environment with remote options.
  
• Significant
  career growth opportunities, including pathways to Lead Consultant or Solution Architect roles.