Senior Zendesk & CX Systems Lead

Harvey

Oregon

Hybrid

USD 171,000 - 235,000

Full time

6 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Harvey is seeking a Lead System Administrator, CX to own and evolve the Zendesk platform and related CX tools across the full customer journey. You will design scalable workflows, automate processes, and ensure governance, reliability, and documentation while partnering with Support, CX Ops, Integrations, and Data teams.

You will lead configuration lifecycle, vendor changes, and provide hands-on troubleshooting, dashboards, and training to colleagues.

Qualifications

5+ years administering Zendesk in a high-volume, multi-team environment.
Zendesk Administrator certification (Support Admin Expert or equivalent).
Experience with sandbox testing, controlled deployment, and change documentation.
Experience building Zendesk integrations with CRM or adjacent systems via iPaaS (Workato preferred), APIs, or webhooks.
Working knowledge of Salesforce as an integration partner (objects, field mapping, sync patterns).
Experience building reporting and dashboards in Zendesk Explore or a similar tool.
Experience with Planhat, Gainsight, Catalyst, or similar, or a demonstrated ability to ramp quickly on new CX tools.
Strong documentation habits, including runbooks and change records.
Ability to translate operational workflows into scalable configurations and communicate with technical and non-technical partners.
Ability to manage multiple initiatives independently.
Fluency with AI tools (including Zendesk AI and general-purpose assistants) to build, automate, and troubleshoot.

Responsibilities

Administer Support, Guide, Explore, and AI features, and act as the internal Zendesk subject matter expert.
Design and maintain scalable workflows: routing, triggers, automations, forms and fields, taxonomy, SLAs, views, macros, and queues.
Manage the configuration lifecycle (planning, sandbox testing, deployment, documentation) with strong governance and traceability.
Manage vendor releases and platform changes, including the upcoming OAuth migration.
Troubleshoot complex issues across workflows and integrations, and drive root-cause resolution.
Build Explore dashboards and support the data pipeline behind executive reporting on support performance and customer health.
Grow the CX stack by supporting Planhat and Sierra for health, lifecycle, and AI-enabled support.
Evaluate, implement, and administer new CX platforms with governance and documentation standards.
Work with Integrations, Data, and Security to connect systems in line with Harvey's security and compliance standards.
Run the function: manage intake of enhancement requests, lead projects, and meet SLAs.
Join CX Operations planning and agent feedback forums, provide training, and maintain design docs.
Ship changes with clear recommendations and trade-offs, not just problems.