Technology Operations Specialist

Kforce Inc; New York (NY); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA

FSA

401(k)

Life insurance

Disability insurance

AD&D insurance

Paid time off (Salaried)

Paid time off (Hourly)

Sick leave (SCA)

Job summary

Kforce has a client seeking a hands-on Technology Operations Specialist in Brooklyn, NY. The role centers on supporting and optimizing the technology powering customer service operations, with a strong emphasis on Zendesk administration and CX workflows.

You will troubleshoot complex issues, improve workflows, and serve as a bridge between technical teams, business partners, and external vendors. The ideal candidate is detail-oriented, curious, and able to identify root causes before escalation.

Qualifications

• Hands-on Zendesk administration experience; Zendesk certification is a plus.
• Experience supporting AI-powered agents or customer service automation platforms.
• Experience in an operations/support environment, including incident response and production troubleshooting.
• Strong troubleshooting skills across APIs, integrations, configuration, authentication, routing, and third-party systems.
• Strong attention to detail and a natural problem-solving mindset.
• Strong vendor-management, documentation, and communication skills.
• Ability to translate ambiguous business issues into defined technical problems and next steps.
• Ability to bridge the gap between technical and non-technical stakeholders.
• Familiarity with GitHub, coding, or software development workflows is helpful but not required.

Responsibilities

• Administer, configure, test, and troubleshoot Zendesk workflows, rules, views, fields, and Help Center functionality.
• Support AI-powered agents, APIs, integrations, authentication, routing, and data flows.
• Investigate production issues and workflow failures, reproducing problems and identifying root causes.
• Monitor operational requests and provide hands-on technical support across CX platforms.
• Partner with engineering, analytics, business teams, and third-party vendors to resolve issues.
• Manage vendor escalations by gathering the right details, documenting findings, and communicating clearly.
• Test platform changes and monitor performance after releases.
• Maintain clear documentation, project notes, and Jira tickets.
• Support additional CX tools across chatbots, surveys, agent-assist, automation, reporting, and AI solutions.

Skills

Zendesk administration experience

AI-powered agents support

Operations/support experience

Troubleshooting APIs/integrations

Configuration and authentication

Routing and third-party systems

Attention to detail

Vendor management

Documentation and communication

Problem solving and root-cause, non-IT

Bridge technical & non-technical

GitHub/coding workflows familiarity

Tools

Zendesk

Job description

Responsibilities

Kforce has a client that is seeking a Technology Operations Specialist in Brooklyn, NY. Summary: We’re seeking a hands-on Technology Operations Specialist to support and optimize the technology powering customer service operations. This is a great opportunity for someone who enjoys troubleshooting complex issues, improving workflows, and acting as the bridge between technical teams, business partners, and external vendors. You’ll work across customer experience platforms and integrations, with a primary focus on Zendesk administration and technical operations. The ideal candidate is naturally curious, detail-oriented, and willing to dig into an issue, follow the clues, and find the root cause before escalating. Duties:

• Administer, configure, test, and troubleshoot Zendesk workflows, rules, views, fields, and Help Center functionality


• Support AI-powered agents, APIs, integrations, authentication, routing, and data flows


• Investigate production issues and workflow failures, reproducing problems and identifying root causes


• Monitor operational requests and provide hands-on technical support across CX platforms


• Partner with engineering, analytics, business teams, and third-party vendors to resolve issues


• Manage vendor escalations by gathering the right details, documenting findings, and communicating clearly


• Test platform changes and monitor performance after releases


• Maintain clear documentation, project notes, and Jira tickets


• Support additional CX tools across chatbots, surveys, agent-assist, automation, reporting, and AI solutions

Requirements

• Hands-on Zendesk administration experience; Zendesk certification is a plus


• Experience supporting AI-powered agents or customer service automation platforms


• Experience working in an operations/support environment, including incident response and production troubleshooting


• Strong troubleshooting skills across APIs, integrations, configuration, authentication, routing, and third-party systems


• Strong attention to detail and a natural problem-solving mindset


• Strong vendor-management, documentation, and communication skills


• Ability to take an ambiguous business issue and turn it into a clearly defined technical problem and next step


• Ability to bridge the gap between technical and non-technical stakeholders


• Familiarity with GitHub, coding, or software development workflows is helpful but not required

Why This Role?

This is an opportunity to work at the intersection of customer experience, technology, operations, and AI. You’ll have the chance to solve real-world problems, improve critical support systems, and collaborate across technical and business teams while working with modern CX technology.

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

• We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees.


• Salaried personnel receive paid time off.


• Hourly employees are not eligible for paid time off unless required by law.


• Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.