Delivery Manager – SaaS Implementations

At Eficsa, we’re building a regional team to help companies transform their customer experience.We’re looking for a Full-Time Implementation Consultant (Hybrid – Guatemala) with 3+ years of verified experience implementing or configuring Freshworks (Omnichannel or Freshservice) or Zendesk.What you’ll do: – Configure and deploy Freshworks or Zendesk platforms for customer support or ITSM environments. – Build workflows, automations, SLAs, and multichannel integrations (chat, email, voice, WhatsApp). – Support pre-sales conversations, helping clients design the right CX solution for their needs. – Provide onboarding and local/regional support for customers. – Collaborate with project and sales teams to ensure successful implementations.Platform Experience Audit 🔍 Our work centers on Freshworks and Zendesk, as both share the same implementation logic and CX-focused onboarding flow — configuration of channels, automation design, agent training, and client rollout. Experience with similar systems such as Salesforce Service Cloud or HubSpot Service Hub is a plus, but we prioritize candidates with hands-on Freshworks or Zendesk experience, given their agility and omnichannel structure.What we’re looking for: ✅ 3+ years of verified experience (Freshworks or Zendesk). ✅ Fluent English (spoken and written). ✅ Strong problem-solving and communication skills. ✅ Experience with ITSM, CRM, or CX platforms. 💡 Bonus: exposure to APIs, integrations, or automation logic.Location: Hybrid – Guatemala 🇬🇹 (with local and regional meetings). Type: Full-time. Compensation: Competitive, based on experience.