Solace

System Administrator, Zendesk

Solace

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Zendesk Administration: Configure and maintain ticket views, forms, macros, automations, and routing rules.
  • Manage user roles, permissions, and organizational structure within Zendesk.
  • Own Omnichannel Routing (OCR) setup and optimization for email, chat, and phone.
  • Monitor and maintain system performance, troubleshooting and resolving issues quickly.
  • Integrations & Tools: Manage and implement third-party integrations (CRM, workforce management, QA, reporting tools, etc.).
  • Partner with Product, Engineering, and Data teams to connect Zendesk with internal systems.
  • Evaluate and deploy new apps, APIs, and automation tools to improve agent efficiency.
  • Reporting & Insights: Build and maintain dashboards and reports to track SLAs, CSAT, ticket volume, and agent productivity.
  • Provide data-driven insights to CX leadership to inform decisions and improve workflows.
  • Process Enablement: Partner with Training and QA teams to ensure workflows are documented and optimized.
  • Recommend and implement process improvements within Zendesk to reduce friction for both customers and agents.
  • Stay current on Zendesk best practices and bring new ideas to the team.

Requirements

  • 3–5+ years of experience as a System Admin or CX Tools Administrator, ideally in Zendesk.
  • Proven track record of building and managing Zendesk configurations at scale.
  • Deep understanding of Omnichannel Routing (OCR), triggers, automations, and workflow design.
  • Experience with third-party integrations and APIs.
  • Strong analytical and problem-solving skills, with the ability to translate business needs into technical solutions.
  • Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment.
  • Bonus Points
  • Zendesk Admin or Zendesk Expert certification(s).
  • Experience with workforce management, QA, or AI/automation tools.
  • Previous experience in high-growth startups or customer operations teams.