Zendesk & Salesforce Integration Specialist

Overview: We are looking for an experienced Salesforce & Zendesk Integration Specialist to refine and optimize our native Zendesk Salesforce App setup. Currently, when a ticket is opened in Zendesk, the sidebar app defaults to matching the ticket requester's email directly to a Salesforce Contact. However, we need the app to display the relevant active Opportunity and link tickets at the Account level. Additionally, we have a unique workflow involving Brokers where incoming emails must be correctly associated with both the Broker/Lead and the corresponding Opportunity in Salesforce. Core Technical Challenges & Requirements: Opportunity Matching via Account Level: By default, Zendesk matches records based on contact email. We need the sidebar to surface the active Opportunity linked to the associated Account. The Issue: The field mapping in the integration currently fails/is limited because the required field is a Picklist / Lookup field. We need a clean workaround (e.g., formula fields, custom field sync, trigger/Flow automation, or custom API/iPaaS mapping) to make the Account and related Opportunity dynamically selectable and visible in the Zendesk app sidebar. Broker Communication & Multi-Entity Association: We frequently receive emails/tickets from Brokers acting on behalf of clients. An Opportunity is created for these deals. The email thread from the Broker must be properly linked to: The Broker / Contact.The Lead / Account. The specific Opportunity. We need a clear, automated logic so agents don't have to manually search or re-associate tickets every time a Broker sends an email regarding a deal. Key Deliverables: Audit our existing Zendesk for Salesforce app configuration. Resolve the field mapping limitation (Picklist/Lookup issue) between Zendesk Organizations/Tickets and Salesforce Accounts/Opportunities. Implement an automated logic (using Salesforce Flows, Custom Fields, Apex, or Zendesk Triggers) to accurately link Broker communications to the corresponding Lead, Account, and Opportunity. Ensure the Zendesk Support Sidebar app displays the relevant Opportunity data seamlessly for support/sales agents. Documentation & testing of the implemented solution. Skills & Qualifications Required: Strong expertise with Zendesk Admin & Zendesk Apps (Salesforce App for Zendesk Support). Deep experience with Salesforce Administration & Development (Objects, Custom Fields, Flows, Apex, Picklist/Lookup field mappings). Proven track record with Salesforce & Zendesk API integrations / middleware (Workato, Zapier, or native REST APIs if needed). Strong understanding of complex CRM structures (Accounts, Contacts, Leads, Opportunities, and Third-Party/Broker relationships).