Job Description

Salary: $123,000 - 163,000 per year Requirements:

• 5+ years of hands-on experience managing or consulting on Zendesk environments
• Proven expertise with Zendesk Support, Zendesk Explore, and workflow automation
• Experience in designing reporting structures for both operational teams and executive leadership
• Demonstrated success in enhancing support productivity and efficiency in ticket resolution
• Strong comprehension of support metrics, including SLAs and backlog analysis
• Previous experience in evaluating and redesigning queue architectures and routing logic
• Ability to provide both strategic insights and practical recommendations
• Excellent communication skills with comfort in engaging with senior stakeholders
• Nice to have:
• Certifications in Zendesk (Support Administrator, Explore Analyst, Implementation Specialist)
• Familiarity with fast-paced customer support environments
• Experience in integrating Zendesk with CRM systems and analytical tools
• Background in contact center operations or customer support transformation
• Knowledge of automation strategies for reducing ticket volume or handling time

• Perform a thorough assessment of Waves Zendesk setup, including workflows, automations, triggers, and ticket management processes
• Review queue structures, routing strategies, and ticket categorization to facilitate efficient case management and operational insight
• Identify configuration deficits or inefficiencies that lead to ticket backlogs or delayed resolutions
• Analyze the complete ticket handling process to pinpoint ways to boost agent efficiency and reduce resolution times
• Define productivity benchmarks for cases-per-hour and other operational metrics to aid in workforce planning and performance management
• Suggest enhancements to ticket triage, escalation processes, and case resolution workflows
• Develop reporting frameworks for various stakeholders, including executive leadership and operational teams
• Evaluate the current use of Zendesk Explore and propose optimizations or enhancements
• Recommend dashboards for leadership that provide real-time insights into workload distribution and performance
• Assess queue architecture in Zendesk and recommend improvements for better routing efficiency and clearer reporting
• Examine the use of tags, fields, ticket types, and automations to assure scalability
• Advise on best practices for organizing queues to improve ownership, visibility, and escalation routes
• Identify enhancements to agent productivity through macros, automation, workflows, and knowledge base usage
• Propose methods to simplify agent workflows and minimize manual tasks

• CRM
• Support
• Zendesk
• AI
• LESS

More:

We are Kforce, currently seeking a Zendesk Platform Optimization Specialist for a remote, short-term contract. We provide comprehensive benefits, including medical, dental, and vision insurance, along with a 401(k) plan and life insurance for eligible employees. Our team values collaboration and innovative thinking, and this role offers the flexibility to work from home while contributing to our ongoing efforts to enhance customer support operations.

last updated 19 week of 2026

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