Zendesk Platform Optimization Specialist
Advantage Tech, Kansas City, MO, United States
Job Title:
Zendesk Platform Optimization Specialist Work Location:
Remote Duration:
3 months
Day to day, you'll... Zendesk Platform Assessment Conduct a comprehensive review of Wave's Zendesk configuration, including workflows, automations, triggers, macros, and ticket lifecycle management. Evaluate queue structure, routing logic, and ticket categorization to ensure they support efficient case management and operational visibility. Identify configuration gaps or inefficiencies contributing to ticket backlog or delayed resolution. Operational Efficiency & Case Management Analyze end-to-end ticket handling processes to identify opportunities to improve agent productivity and resolution times. Help define cases-per-hour productivity benchmarks and other operational metrics to support workforce planning and performance management. Recommend improvements to ticket triage, escalation management, and case resolution workflows. Reporting & Insights Design Zendesk reporting frameworks for multiple audiences, including:
Executive leadership (operational health, backlog trends, SLA performance) Operational teams (queue health, daily performance, agent productivity, aging tickets)
Evaluate current use of Zendesk Explore and recommend improvements, enhancements, or integrations. Recommend dashboards that enable leadership to monitor workload distribution and performance in real time. Workflow & Queue Optimization Assess Zendesk queue architecture and recommend improvements that enhance routing efficiency and reporting clarity. Evaluate the use of tags, fields, ticket types, and automations to ensure scalability. Recommend best practices for organizing queues to improve ownership, visibility, and escalation pathways. Agent & Leadership Enablement Identify opportunities to improve agent productivity through macros, automation, workflows, and knowledge base integration. Recommend ways to streamline agent workflows and reduce manual effort. Improve management visibility through dashboards, monitoring tools, and reporting cadences. Enterprise Platform Strategy Evaluate whether Zendesk is optimally configured to support current and future support strategy. Provide guidance on scalability, integrations, and architectural improvements. Assess whether Zendesk remains the right long-term platform or if alternative solutions should be considered. Develop strategic recommendations and supporting analysis for potential platform evolution or migration. What you'll deliver... A comprehensive Zendesk environment assessment report Recommendations for queue structure and workflow optimization A proposed operational reporting and dashboard framework Agent productivity benchmark recommendations Identified opportunities for automation and efficiency gains A platform strategy recommendation outlining the long-term suitability of Zendesk
Qualifications:
- 5+ years of hands-on experience administering or consulting on Zendesk environments - Demonstrated expertise with Zendesk Support, Zendesk Explore, and workflow automation - Experience designing support operations reporting for both operational teams and executive leadership - Proven track record of improving support productivity and ticket resolution efficiency - Strong understanding of support metrics, including SLAs, backlog analysis, and agent productivity - Experience evaluating and redesigning queue structures, routing logic, and escalation processes - Ability to balance strategic consulting with practical, actionable recommendations - Strong communication skills and comfort partnering with senior stakeholders
Zendesk Platform Optimization Specialist Work Location:
Remote Duration:
3 months
Day to day, you'll... Zendesk Platform Assessment Conduct a comprehensive review of Wave's Zendesk configuration, including workflows, automations, triggers, macros, and ticket lifecycle management. Evaluate queue structure, routing logic, and ticket categorization to ensure they support efficient case management and operational visibility. Identify configuration gaps or inefficiencies contributing to ticket backlog or delayed resolution. Operational Efficiency & Case Management Analyze end-to-end ticket handling processes to identify opportunities to improve agent productivity and resolution times. Help define cases-per-hour productivity benchmarks and other operational metrics to support workforce planning and performance management. Recommend improvements to ticket triage, escalation management, and case resolution workflows. Reporting & Insights Design Zendesk reporting frameworks for multiple audiences, including:
Executive leadership (operational health, backlog trends, SLA performance) Operational teams (queue health, daily performance, agent productivity, aging tickets)
Evaluate current use of Zendesk Explore and recommend improvements, enhancements, or integrations. Recommend dashboards that enable leadership to monitor workload distribution and performance in real time. Workflow & Queue Optimization Assess Zendesk queue architecture and recommend improvements that enhance routing efficiency and reporting clarity. Evaluate the use of tags, fields, ticket types, and automations to ensure scalability. Recommend best practices for organizing queues to improve ownership, visibility, and escalation pathways. Agent & Leadership Enablement Identify opportunities to improve agent productivity through macros, automation, workflows, and knowledge base integration. Recommend ways to streamline agent workflows and reduce manual effort. Improve management visibility through dashboards, monitoring tools, and reporting cadences. Enterprise Platform Strategy Evaluate whether Zendesk is optimally configured to support current and future support strategy. Provide guidance on scalability, integrations, and architectural improvements. Assess whether Zendesk remains the right long-term platform or if alternative solutions should be considered. Develop strategic recommendations and supporting analysis for potential platform evolution or migration. What you'll deliver... A comprehensive Zendesk environment assessment report Recommendations for queue structure and workflow optimization A proposed operational reporting and dashboard framework Agent productivity benchmark recommendations Identified opportunities for automation and efficiency gains A platform strategy recommendation outlining the long-term suitability of Zendesk
Qualifications:
- 5+ years of hands-on experience administering or consulting on Zendesk environments - Demonstrated expertise with Zendesk Support, Zendesk Explore, and workflow automation - Experience designing support operations reporting for both operational teams and executive leadership - Proven track record of improving support productivity and ticket resolution efficiency - Strong understanding of support metrics, including SLAs, backlog analysis, and agent productivity - Experience evaluating and redesigning queue structures, routing logic, and escalation processes - Ability to balance strategic consulting with practical, actionable recommendations - Strong communication skills and comfort partnering with senior stakeholders