CX Systems & Quality Lead — Zendesk Automation Architect

Housing-Authority-of-Cook-Count; Chicago (IL); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare FSA

Employee Assistance Program (EAP)

Paid time off including holidays

401(k) – Employer contribution 6%

Job summary

Housing Authority of Cook County seeks a lead to optimize its unified Contact Center and IT support ecosystem. You will architect Zendesk workflows, automate processes, and mentor agents across functions.

You will design routing logic, SLA rules, and ticket forms; drive IT self-service portal and AI chatbot initiatives; manage knowledge management and QA; collaborate with HR, Finance, and IT to ensure compliance and modernization.

Qualifications

• Bachelor’s degree or higher in a related field.
• Master’s degree preferred and valued.
• 3–5 years progressive IT support or contact center experience.
• 2+ years formal leadership or supervisory experience.

Responsibilities

• Design, implement, and maintain Zendesk routing and SLA rules.
• Lead IT self-service portal and AI chatbot initiatives.
• Maintain knowledge-base articles and QA program.
• Act as shift lead for incidents and escalations.
• Coordinate with HR, Finance, and IT for workflow modernization.

Skills

Workflow automation

Ticket system administration

Troubleshooting

Omnichannel contact center

IT service delivery

ITIL

Education

Bachelor’s degree in Information Systems

Bachelor’s degree in Business Administration

Bachelor’s degree in Public Administration

Bachelor’s degree in Communications

Master’s degree preferred

Tools

M365

Active Directory

CRMs

Housing platforms

Job description

Housing Authority of Cook County seeks a lead to optimize its unified Contact Center and IT support ecosystem. You will architect Zendesk workflows, automate processes, and mentor agents across functions.

You will design routing logic, SLA rules, and ticket forms; drive IT self-service portal and AI chatbot initiatives; manage knowledge management and QA; collaborate with HR, Finance, and IT to ensure compliance and modernization.