Hybrid CX Systems & Quality Lead: Zendesk Automation & AI

Housing Authority of Cook County; Chicago (IL); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Healthcare flexible spending account

Employee Assistance Program (EAP)

Paid time off including 14 Holidays

401(k) – Employer contribution of 6%

Job summary

Housing Authority of Cook County seeks a Customer Experience Systems & Quality Lead to optimize and modernize the unified Contact Center and IT support ecosystem. You will architect Zendesk workflows, drive automation, and lead knowledge management and QA programs while coaching associates and agents.

This role combines design, implementation, and leadership to enhance customer experience through IT service delivery best practices and omnichannel operations; hybrid work model with on-site

Qualifications

• Bachelor’s degree in Information Systems, Business Administration, Public Administration, Communications, or related field; Master’s degree preferred.
• Three to five years progressive experience in IT support, contact center operations, or public service delivery.
• At least two years of formal leadership, team lead, or supervisory experience.

Responsibilities

• Design, implement, and maintain Zendesk routing logic and automations to streamline operations.
• Reduce friction and improve First Contact Resolution through queue and workflow optimization.
• Own Zendesk forms, fields, decision trees, and category taxonomies.
• Lead IT self-service portal and internal AI chatbot initiatives.
• Maintain knowledge-base articles and manage a formal QA program.
• Serve as shift lead during surges or outages and liaise between Contact Center and IT leadership.

Skills

IT service delivery

Workflow automation

Ticket system administration

Troubleshooting IT systems

Education

Bachelor’s degree in IS/Business/Public Administration/Communications

Master’s degree preferred

Tools

M365

Active Directory

CRM systems

Job description

Housing Authority of Cook County seeks a Customer Experience Systems & Quality Lead to optimize and modernize the unified Contact Center and IT support ecosystem. You will architect Zendesk workflows, drive automation, and lead knowledge management and QA programs while coaching associates and agents.

This role combines design, implementation, and leadership to enhance customer experience through IT service delivery best practices and omnichannel operations; hybrid work model with on-site