Job Level
Mid-LevelSenior
Tech Stack
SQLTableau
About the role
- We’re seeking a Zendesk Solutions Engineer to own the configuration, optimization, and ongoing management of AvantStay’s Zendesk platform.
- Design workflows, build integrations, and deploy automations that make Guest Experience and Account Management teams more efficient and effective.
- Partner cross-functionally across GX, Ops, Product, and Engineering to ensure outstanding customer support at scale.
- Zendesk platform ownership: Support, Guide, Talk, Explore, and integrations.
- Design and maintain triggers, macros, SLAs, routing rules, and AI/automation features.
- Connect Zendesk to Slack, Linear, internal tools via APIs, middleware, and webhooks.
- Build dashboards, reports, and custom Explore datasets for KPIs (response times, CSAT, NPS, resolution rates).
- Lead implementation of CX AI strategy within Zendesk: chatbots, intelligent triage/routing, sentiment analysis, knowledge base recommendations.
- Establish change management, documentation, and role/permissions frameworks.
- Train CX teams on new features and act as trusted advisor to leadership on platform strategy.
Requirements
- 5+ years of experience administering Zendesk in a high-volume customer-facing environment.
- Proven ability to design and implement workflows that reduce handle times, increase CSAT, and improve agent efficiency.
- Strong technical acumen: experience with APIs, JSON, webhooks, authentication protocols (SAML, JWT, OAuth), and middleware platforms.
- Comfort with SQL and BI tools (Tableau, Amplitude, etc.) for building reports and insights.
- Excellent project management and documentation skills.
- Strong cross-functional collaboration skills; able to partner effectively with CX, Engineering, Product, and Ops.
- Bonus: Experience deploying AI/automation solutions in Zendesk (chatbots, routing intelligence, sentiment analysis).