Engineering Manager, Forward Deployed Engineering
Adobe
Cloud
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Administer and maintain Zendesk, including user management, ticket routing, automation, and integrations
- Identify opportunities to improve Zendesk workflows and processes. Implement best practices to enhance efficiency and effectiveness
- Design and deploy workflows, macros, triggers, deflection strategies, and automation rules that reduce friction and increase efficiency
- Build and analyze dashboards to monitor CSAT, reopen rate, automation deflection, First reply time, full resolution time, and other KPIs using tools like Zendesk Explore, Snowflake, or Looker
- Work with partner teams like Analytics Engineering to develop automated reporting
- Configure CX platforms to meet evolving needs, including AI/ML chatbot integrations (e.g., Forethought and Zendesk AI)
- Build and optimize automations using third-party AI agent tools that integrate into Zendesk; review AI-generated insights and collaborate with Product to leverage APIs for automating user actions
- Partner with Product, Engineering, and IT to connect Zendesk and other tools to CRM, guiding proper implementation for optimal workflows and data integrity
- Provide training and support to customer care agents on CX platform functionality and best practices
- Identify and resolve technical issues within the Zendesk platform promptly
- Keep abreast of Zendesk updates and new features, recommending and implementing improvements as needed
- Partner with Product, Engineering, and CX Leads across markets to drive impact
Requirements
- 5+ years of experience administering a leading CX platform (Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, etc.)
- Deep knowledge of ticketing workflows, automation rules, macros, triggers, and omnichannel support
- In-depth knowledge of Zendesk features, functionalities, and best practices
- Experience designing automation & AI-driven deflection strategies (chatbots)
- Strong technical skills, including experience with Zendesk APIs and integrations
- Proficiency in data analysis and reporting, with the ability to generate insights from Zendesk data
- Excellent problem-solving and troubleshooting skills
- Excellent written and verbal communication skills, with the ability to deliver clear and concise training
- Ability to push through ambiguity to interpret and analyze trends with minimal guidance
- Strong project management skills and the ability to prioritize in a fast-paced environment
- Experience working with global teams and a passion for supporting underserved communities in Mexico, Philippines, Kenya, and India
