Lead Zendesk Administrator

Design, build, and maintain sophisticated AI agent workflows within Zendesk to resolve complex use cases autonomously, significantly reducing manual agent touches.

Own the administration and reliability of the Zendesk platform, maintaining strong configuration governance to ensure all triggers, automations, and integrations are documented and traceable.

Serve as a thought partner to Member Service team leadership, translating operational needs into scalable system requirements and bridging the gap between non-technical stakeholders and Engineering teams.

Proactively research and scope emerging AI technologies (e.g., Voice AI, outbound automation) to improve inbound call flows and outbound member outreach success.

Lead operational initiatives for high-stakes transitions, ensuring system stability and zero service disruption.

Act as the primary technical contact for vendors (Zendesk, AWS, etc.), driving accountability, evaluating new releases, and facilitating knowledge transfer of platform updates.

Optimize the efficiency of Chat, Email, and Phone channels, focusing on channel-shifting volume toward more efficient, personalized digital experiences.

Analyze data across applications to implement efficient workflows that eliminate bottlenecks, while managing the interwoven impacts of changes across the organization.

Develop and maintain high-quality process documentation and standard operating procedures (SOPs) for all supported applications.