Senior Zendesk & CX Systems Lead

Harvey; United States; Remote; USD 171,000 - 235,000; Full time

Job summary

Harvey is building a best-in-class GTM system and is seeking a Lead System Administrator for CX. You will own Zendesk and related platforms across the full customer journey, from pilot to renewal, ensuring scalable workflows, automation, and reliable integrations.

You will partner with Support, CX Operations, Data, and Security to maintain governance, documentation, and security standards, while driving backlog and QA with agents.

Qualifications

• 5+ years administering Zendesk in a high-volume, multi-team environment.
• Zendesk Administrator certification or equivalent.
• Experience with sandbox testing, controlled deployment and change records.
• Experience building Zendesk integrations with CRM or adjacent systems via iPaaS, APIs, or webhooks.
• Working knowledge of Salesforce as an integration partner.

Responsibilities

• Own Zendesk and act as internal subject matter expert for Support, Guide, Explore, and AI features.
• Design and maintain scalable workflows, including routing, triggers, automation, and SLAs.
• Manage configuration lifecycle with governance and documentation.
• Lead vendor/releases and upcoming OAuth migrations.
• Troubleshoot complex issues and drive root-cause resolution.
• Build Explore dashboards and support data pipelines for executive reporting.
• Grow the CX stack with Planhat, Sierra, and adjacent platforms.
• Run backlog management, project coordination, and stakeholder communication.
• Provide training and maintain runbooks and change records.

Skills

Zendesk administration

Automation

Workflow design

Data reporting

AI tools

Salesforce integration

Zendesk Explore

iPaaS integrations

Change management

Documentation

Tools

Zendesk

Planhat

Gainsight

Catalyst

Salesforce

Workato

Zendesk Explore

Job description

Harvey is building a best-in-class GTM system and is seeking a Lead System Administrator for CX. You will own Zendesk and related platforms across the full customer journey, from pilot to renewal, ensuring scalable workflows, automation, and reliable integrations.

You will partner with Support, CX Operations, Data, and Security to maintain governance, documentation, and security standards, while driving backlog and QA with agents.