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We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.
Zendesk Platform Optimization Specialist
Location
United States
Posted
105 days ago
Salary
$40 - $55 / hour
Seniority
Mid Level
Job Description
Zendesk Platform Optimization Specialist
TEKsystems
Description Responsibilities: At this client, your work goes beyond a traditional consulting engagement. In this role, you will partner closely with Wave and this cleint leadership to evaluate, optimize, and scale our Zendesk support environment. You’ll bring both strategic perspective and hands-on expertise to ensure our support operations are efficient, data-driven, and built to support long-term growth. You will assess how Zendesk is currently configured and used across support operations, identify opportunities to improve agent productivity and customer outcomes, and help leadership gain clearer visibility into operational performance. This role plays a critical part in shaping how we deliver scalable, high-quality support experiences. This role is focused on optimizing a customer‑facing digital platform and how it enables business operations. 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: o Executive leadership (operational health, backlog trends, SLA performance) o 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 Skills zendesk, Zendesk support optimization, Zendesk dashboarding, Communication, CX/ support platform experience, Change Management & Enablement Experience Top Skills Details zendesk,Zendesk support optimization,Zendesk dashboarding,Communication Additional Skills & Qualifications 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 high level stakeholders Experience Level Expert Level Job Type & LocationThis is a Contract position based out of Kansas City, MO. Pay and BenefitsThe pay range for this position is $40.00 - $55.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully remote position. Application DeadlineThis position is anticipated to close on Apr 16, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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