Senior Zendesk Specialist

About the role

A senior specialist is needed to take charge of the customer service technology stack and keep improving it. The work blends Zendesk administration with AI, integrations and analytics to raise customer experience and operational efficiency.

What you will do

• Own Zendesk configuration, including triggers, automations, SLAs, forms, routing, queues, macros and permissions
• Keep the Zendesk architecture scalable and reliable, spotting gaps, risks and needless complexity
• Develop and refine Zendesk AI agents, adding new use cases and improving existing ones
• Build advanced dashboards and reports in Zendesk Explore with sound KPI definitions and metrics
• Lead integrations with internal and third party systems through APIs, webhooks and middleware
• Run technical deliveries end to end, from analysis and testing to documentation and monitoring

What they look for

• Proven track record as a Zendesk administrator or specialist
• Strong technical skills across Zendesk administration, AI and integrations
• Ability to work autonomously and propose improvements without waiting for requests
• Experience with reporting and analytics, including Zendesk Explore
• Skill in managing several parallel initiatives, deadlines and risks
• Comfort translating operational needs into technical solutions with other teams