The ideal candidate brings a strong technical foundation in system administration, workflow automation, and API integrations, with demonstrated experience supporting customer service platforms and AI-enabled tools. Knowledge of Zendesk AI and Dialpad is required to support the broader systems ecosystem this role supports.

KEY RESPONSIBILITIES

Administer, configure, and maintain business systems that support customer operations, internal teams, and cross-functional workflows.

Design, implement, and optimize automated workflows, integrations, and system logic to improve operational efficiency.

Support AI-enabled capabilities within CMS, including intelligent routing, agent assistance, and automated triage.

Support system integrations using APIs, middleware, and data connections across platforms (e.g., between Zendesk and our Enterprise Resource Planning (ERP) system.

Monitor system performance, reliability, and data integrity; proactively identify and resolve issues.

Partner with Customer Service Management, Operations, BIT, Business Units, and Sales, to gather requirements and translate them into scalable system solutions.

Maintain system reports, documentation, workflows, and processes to ensure clarity and continuity.

Support system testing, releases, and enhancements while minimizing business disruption.

Ensure systems align with security, compliance, and data governance standards.

Provide tiered system support and troubleshooting for escalated issues.

REQUIRED QUALIFICATIONS

Proven experience in a Systems Administrator, Systems Analyst, or similar technical role, with responsibility for configuring, maintaining, and optimizing enterprise SaaS applications in a production environment.

Strong understanding of system configuration, workflow automation, and platform governance, including the ability to design scalable processes, enforce standards, and manage change control.

Hands-on experience supporting customer service, case management, or customer engagement platforms, including ticketing, routing, escalation, and self-service capabilities.

Working knowledge and experience of Zendesk CMS and Zendesk AI (required), including hands-on experience with AI-driven ticket routing, agent assistance tools, automation, and intelligent workflows to improve operational efficiency and customer experience.

Experience administering or supporting Dialpad or similar cloud-based telephony/contact center platforms, including call routing, queue configuration, user provisioning, and platform integrations.

Demonstrated experience with API integrations, data flows, and system interoperability, including working with REST APIs, webhooks, and third-party integrations to connect customer operations systems with internal tools.

Requires a strong understanding of agentic AI, with the ability to design and manage autonomous, goal-driven systems that optimize workflows and customer interactions through data-driven decision-making.

Ability to analyze end-to-end operational processes and translate business requirements into effective technical solutions that align with system capabilities and organizational goals.

Experience supporting or contributing to AI and automation initiatives within customer operations, including intelligent triage, agent co-pilot tools, self-service automation, or workflow optimization.

Familiarity with ITSM, CRM, or customer engagement platforms, and an understanding of how these systems support broader operational, service, or customer lifecycle processes.

Strong understanding of reporting, analytics, and performance optimization, including defining metrics, building or supporting dashboards, and using data to drive continuous system and process improvements.

Excellent documentation and communication skills, with the ability to clearly document configurations, workflows, integrations, and operational procedures.

Proven ability to work effectively with cross-functional teams (BIT, Operations, Quality, and Marketing) in fast-paced, evolving environments, balancing multiple priorities while maintaining system stability and reliability.

EDUCATION and/or EXPERIENCE

Associate's degree (A.A.) or equivalent from a two-year college or technical school, or at least six years of relevant experience supporting enterprise systems, case management systems (Zendesk experience required), technical platforms, or customer operations environments. Equivalent combinations of education, training, and hands-on experience will also be considered.

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those required by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 35 pounds or more with the aid of material-handling equipment, such as carts and lifts. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job will occasionally require travel up to 25% of the time.

The noise level in the office work environment is usually quiet to moderate, but can vary based on travel, site visits, and installation conditions.