Job Description
Kforce is looking for a Zendesk Platform Optimization Specialist for a remote, short-term contract opportunity.
Responsibilities:
- 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
- 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
Design Zendesk reporting frameworks for multiple audiences, including:
- Executive leadership (operational health, backlog trends, SLA performance)
- 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
- 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
- Identify opportunities to improve agent productivity through macros, automation, workflows, and knowledge base integration
- Recommend ways to streamline agent workflows and reduce manual effort
- 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 senior stakeholders
Nice to have:
- Zendesk certifications (Support Administrator, Explore Analyst, Implementation Specialist)
- Experience in high-volume customer support environments
- Experience integrating Zendesk with CRM platforms, analytics tools, or operational dashboards
- Background in contact center operations, customer support transformation, or service operations consulting
- Experience implementing automation strategies to reduce ticket volume or handling time
Job Tags
Hourly pay, Contract work, Temporary work, Remote work