Senior Director, Network Administration
Sutherland
CloudFirewallsSwitching
System Administrator, Zendesk
Solace
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob 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.
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