Demo

Zendesk Platform Optimization Specialist (Remote)

NPAworldwide
Kansas, MO Remote Full Time
POSTED ON 4/17/2026
AVAILABLE BEFORE 5/16/2026
Job Description

  • Conduct a full assessment of Zendesk configuration, including workflows, automations, and ticket lifecycle.
  • Optimize queue structures, routing logic, and escalation processes for efficiency and scalability.
  • Design and implement reporting frameworks and dashboards for operational teams and executives.
  • Analyze support metrics (SLAs, backlog, resolution times) to identify improvement opportunities.
  • Recommend and implement automation strategies to reduce manual effort and improve productivity.
  • Partner with stakeholders to develop long-term platform strategy, including potential system enhancements or migration.

Qualifications

  • 5 years of hands-on Zendesk administration or consulting experience.
  • Deep expertise in Zendesk Support, Explore, and workflow automation.
  • Strong experience in support operations, including metrics, SLAs, and backlog management.
  • Proven ability to design reporting frameworks and executive dashboards.
  • Experience optimizing queue structures, routing, and escalation workflows.
  • Strong communication skills with the ability to influence senior stakeholders.
  • Zendesk certifications and CRM/integration experience are a plus.

Why Is This a Great Opportunity

  • Conduct a full assessment of Zendesk configuration, including workflows, automations, and ticket lifecycle.
  • Optimize queue structures, routing logic, and escalation processes for efficiency and scalability.
  • Design and implement reporting frameworks and dashboards for operational teams and executives.
  • Analyze support metrics (SLAs, backlog, resolution times) to identify improvement opportunities.
  • Recommend and implement automation strategies to reduce manual effort and improve productivity.
  • Partner with stakeholders to develop long-term platform strategy, including potential system enhancements or migration.

Salary Type : Hourly

Salary Min : $ 55

Salary Max : $ 64

Currency Type : USD

Salary : $55 - $64

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