Implementation Consultant
Posted 3 Sep 2026
Advertised as “Zendesk Implementation Consultant”
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 3–5 yrs
- Management level
- Individual contributor
- Employment
- On-Site
- Contract
- Full-time
No salary listed for this role.
CertificationsZendesk Support Administrator, Zendesk Explore, App Developer, AI Agents
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
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Configure and deploy Zendesk end-to-end: ticket forms and fields, business rules, SLAs, macros, views, routing, and the help centre.
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Run requirement workshops with client teams, map their current service process, and translate it into a platform design
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Migrate data and integrate Zendesk with the systems around it: CRM, telephony, email, WhatsApp and social channels, and internal systems over API.
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Deliver user training, write the client-facing documentation, and support the business through go live and the first weeks after it.
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Build the reporting the client will actually use, and interpret what the service numbers indicate about their operation.
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Present designs and recommendations directly to client stakeholders, including non-technical audiences, and contribute to scoping at the pre-sales stage.
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Excellent communication and presentation skills
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Self-Starter – Motivated – Customer Focused
What You Have
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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.
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At least one implementation you delivered rather than supported: requirements gathered, system configured, data migrated, users trained, and the client taken live.
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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.