Platform & Systems Specialist
Core
Own the global Zendesk platform (Support, Messaging, Explore, Help Centre, WFM) for a consumer healthcare company, ensuring ticket routing, automations, and integrations work reliably across multiple markets.
Role type
Senior individual contributor Zendesk Platform & Systems Specialist
Builds
Global Zendesk instances, omnichannel routing logic, AI-human handoff workflows, and operational dashboards for Patient Ops teams.
Domain
Healthcare / Customer Support Operations
Required skills
Zendesk administration, complex trigger/automation logic, omnichannel routing design, API/webhooks/JSON, Zendesk Explore reporting, system design, stakeholder communication, AI tool usage
Preferred skills
Zendesk Admin certification, AI agent/triage experience, Zendesk WFM, SQL/BI tools, non-English market launches, regulated industry experience
Technologies
Zendesk, Lorikeet, Slack, Trustpilot, Typeform, Acuity, Zapier, n8n, webhooks, Zendesk API, Claude
Responsibilities
Design and tune omnichannel routing and agent capacity rules; build and maintain integrations between Zendesk and external tools; create and maintain Explore dashboards and custom metrics; test changes in staging before global launch; monitor platform health and flag risks; manage vendor relationships and Zendesk licenses; document system changes and troubleshoot root causes.
Seniority
Senior, hands-on IC