Zendesk Analyst
Core
Build and maintain Zendesk platform configurations, routing rules, and automations to support millions of player interactions for Rockstar Games.
Role type
Zendesk Platform Analyst (Customer Experience Operations)
Builds
Omnichannel support routing, automation workflows, and AI tooling configurations for player support
Domain
Gaming / Interactive Entertainment / Customer Support Operations
Deliverable
production ML models | product features | dashboards & analysis | infrastructure
Required skills
Zendesk configuration (triggers, automations, routing, SLA policies), Workforce Management tooling (Tymeshift, NICE, Verint), Data visualization (Explore, Looker, Tableau, Power BI), Security & access control management, Change management, Cross-functional collaboration
Preferred skills
Gaming industry experience, Advanced Zendesk certifications (App Developer, AI Specialist), AI tooling integration (Auto Assist, Copilot), Skills-based routing design, Large-scale launch support
Technologies
Zendesk, Tymeshift, NICE, Verint, Zendesk Explore, Looker, Tableau, Power BI, Auto Assist, Copilot
Responsibilities
Build and maintain Zendesk routing rules, triggers, automations, forms, fields, views, and SLA policies; Configure and maintain Tymeshift business rules with Workforce Management; Enforce Zendesk permissions and access controls across BPO partners; Build and maintain Explore dashboards and reports; Implement Auto Assist, Copilot, and other AI tooling configurations; Run change management with version control and communication
Seniority
Mid-Senior, hands-on IC