Lead Zendesk Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Design, develop, and uphold advanced AI agent workflows within Zendesk to autonomously address intricate use cases, greatly minimizing the need for manual agent intervention.

• Take ownership of the administration and dependability of the Zendesk platform, ensuring robust configuration governance for all triggers, automations, and integrations to be documented and traceable.

• Act as a collaborative partner to Member Service team leadership, converting operational requirements into scalable system specifications and bridging the gap between non-technical stakeholders and Engineering teams.

• Proactively investigate and define emerging AI technologies (e.g., Voice AI, outbound automation) to enhance inbound call processes and improve success rates for outbound member outreach.

• Lead operational efforts for significant transitions, ensuring system reliability and maintaining zero service disruptions.

• Serve as the primary technical liaison for vendors (Zendesk, AWS, etc.), ensuring accountability, evaluating new releases, and facilitating knowledge transfer regarding platform updates.

• Enhance the efficiency of Chat, Email, and Phone channels, concentrating on driving channel-shifting volume towards more effective, personalized digital interactions.

• Analyze data across various applications to implement streamlined workflows that remove bottlenecks, while managing the interconnected effects of changes across the organization.

• Create and maintain comprehensive process documentation and standard operating procedures (SOPs) for all supported applications.

⛳️ Requirements

• A minimum of 5 years of experience in SaaS platform administration, with expert-level expertise in Zendesk (Support, Talk, Guide, Explore, and AI/Copilot). Previous experience with AWS contact center is a plus.

• Demonstrated experience in developing production-grade AI agents and assessing AI vendors for technical feasibility and long-term benefits.

• Strong capability to outline, monitor, and manage the intricate array of cross-functional tasks necessary for successful system implementations and migrations.

• Exceptional communication skills with experience interfacing with leadership and technical teams to convert data into actionable insights.

• Proficiency in driving practical, continuous improvement initiatives (Lean or Six Sigma experience is a significant advantage).

• Comprehensive understanding of how changes in platform systems affect downstream triggers and automations, particularly within a healthcare context.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and continued education.

• Flexible work environment with remote work options.

• Generous vacation and paid time off policies.