The posting
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.
