RESPONSIBILITIES:
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
REQUIREMENTS:
* 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
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: kforcecx
- Position Id: ITWQG2174023
- Posted 22 hours ago
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