- Serve as primary owner and administrator of the Zendesk platform
- Configure and maintain workflows, including ticket forms, routing, triggers, automations, SLAs, and business rules
- Manage user roles, permissions, groups, and overall platform security governance
- Partner with Sales, Operations, and Support leaders to translate business requirements into scalable system solutions
- Optimize workflows to improve response times, resolution rates, and agent efficiency
- Develop and maintain dashboards, views, and operational reporting to support performance visibility
- Collaborate with Business Intelligence teams to ensure accurate data ingestion and reporting integrity
- Oversee integrations with CRM, telephony, knowledge base, and related enterprise systems
- Evaluate new Zendesk features, apps, and enhancements to support platform evolution
- Provide Tier 2/3 support for escalations and coordinate with Zendesk or vendor partners as needed
CRMZendesk