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.

What we’re looking for We’re looking for a Frontend Engineer – Lead Tech (Platform) to own the front-end architecture and build the web-based surfaces of the platform, from player-facing experiences to lightweight internal tools for content and configuration management. This role will play a key part in enabling non-technical users to control platform behavior without relying on engineering support. You’ll join a team that designs and delivers digital experiences with measurable impact, combining strategy, engineering, and human-centred design with deep technical expertise. Responsibilities - Own front-end architecture and technical direction across platform surfaces - Utilize AI-assisted tooling to accelerate UI development, iteration, and integration with backend systems - Build responsive web applications using modern frameworks (React or similar) - Implement UI tied to backend systems (player data, leaderboards, progression) - Develop lightweight internal tools (CMS-like interfaces where needed) - Enable dynamic content and configuration driven by external data - Support integration and rendering of game modules within platform surfaces - Ensure performance, accessibility, and cross-device compatibility - Establish front-end best practices and code standards Qualifications - Strong experience building modern web applications (React or similar frameworks) - Experience working in AI-forward, agentic development workflows (e.g. Claude Code, Cursor) and leveraging them to accelerate development - Experience defining front-end architecture and leading implementation Experience working with API-driven systems and dynamic data - Familiarity with building tools or interfaces for non-technical users What's in it for you - Fully remote — work from anywhere - Benefits — PTO and other perks depending on the client - Work with US-based companies building exciting, impactful products - Join collaborative, high-performance teams that value your input and expertise If you’re a Frontend Engineer who thrives on solving complex challenges, delivering elegant solutions, and working with talented teams around the world, we’d love to hear from you.

• Design, implement, and maintain Kubernetes-based deployment strategies for a multi-service application. • Develop, manage, and version Helm charts supporting multiple environments (dev, test, staging, production). • Ensure consistent deployments across on-prem (self-hosted) and cloud Kubernetes platforms. • Implement secure configuration management (secrets, certificates, RBAC, network policies). • Troubleshoot complex deployment, integration, and runtime issues across distributed systems. • Serve as a primary escalation point for production issues, driving root cause analysis and resolution. • Provide direct support to internal teams and/or customers, including issue triage, communication, and resolution tracking. • Optimize cluster performance, resource utilization, and cost efficiency. • Collaborate with development teams to improve containerization and deployment practices. • Maintain system observability (logging, monitoring, alerting). • Support compliance requirements (e.g., FIPS, STIG, hardened images, restricted networks).

• Experience Cloud Ownership: Administer and maintain Salesforce Experience Cloud environments, including configuration, access, and user experience • Manage external user access, sharing models, and security considerations • Partner with stakeholders to enhance and optimize portal functionality and usability • Monitor performance and recommend improvements to ensure a high-quality user experience • Platform Configuration and Automation: Design, build, and maintain Salesforce flows, validation rules, and other automations • Translate business requirements into scalable, maintainable solutions • Identify opportunities to improve processes through automation and system enhancements • Integrations and Platform Enhancements: Contribute to Salesforce integrations and cross-system workflows • Support the design and implementation of solutions that connect Salesforce with other business systems • Partner on initiatives that improve data flow, system efficiency, and user experience across the platform • Customization and AI-Assisted Development: Extend platform functionality through lightweight customizations, including Apex and Lightning Web Components when appropriate • Leverage AI-assisted tools (such as ChatGPT, Claude, or similar approved tools) to support development, troubleshooting, and documentation • Maintain and enhance existing custom code and configurations as needed • Platform Support and Continuous Improvement: Support investigation and resolution of Salesforce-related issues as needed, particularly those related to Experience Cloud and platform functionality • Collaborate with internal teams to diagnose issues and implement effective solutions • Identify recurring issues and recommend improvements to enhance system stability and user experience • Strategic Partnership and Governance: Collaborate with the Salesforce team on platform decisions, prioritization, and roadmap planning • Evaluate new requests for alignment with system architecture, scalability, and best practices • Help maintain data integrity, security standards, and overall platform health • Stay informed on Salesforce releases and recommend relevant enhancements