Zendesk Administrator/Engineer

We are seeking a skilled Zendesk Administrator to lead the design, configuration, optimization, and implementation within a contact center environment. This candidate will be a subject matter expert in the entire suite of Zendesk services to maximize agent efficiency, optimize customer experience, and drive key Contact Center KPIs.

Key Responsibilities

• Configure and customize Zendesk to align with business requirements and improve agent productivity in an omnichannel environment.
• Design and implement workflows, ticket forms, fields, macros, automations, and triggers.
• Administration and governance of the Zendesk environment, including user management, permissions & security settings.
• Monitor performance, troubleshoot issues, implement improvements to facilitate efficiency, and overall platform health.
• Develop reporting & analytics to deliver insightful reports, dashboards, and operational metrics (KPIs like CSAT, FCR, AHT) that measure contact center performance and identify areas for improvement.
• Assist with the integration of Zendesk with other business systems (e.g., eCommerce platforms, telephony, etc.)
• Ensure compliance with data privacy regulations (e.g., GDPR, CCPA).

Required Qualifications

• 3+ years of hands-on experience administering Zendesk.
• Demonstrated ability to translate Contact Center operational requirements into effective, scalable Zendesk configurations.
• Strong understanding of the entire Zendesk Suite.
• Experience with business rules, workflows, and automation in Zendesk.
• Strong analytical skills with proven experience creating sophisticated Contact Center performance reports.
• Excellent communication and stakeholder management skills, capable of training agents and advising leadership.
• Knowledge of Zendesk API and integration capabilities.

Preferred Qualifications

• Zendesk Administrator Certification.
• Familiarity with industry-standard Contact Center KPIs and best practices.
• Experience with advanced features like Answer Bot, Sunshine, and customized ticket routing solutions.
• Experience with Zendesk Apps Framework and REST APIs.
• Project management experience.