Zendesk & AI CX Operations Specialist

Kforce Inc; New York (NY); Sur place; USD 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

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)

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

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

Outils

Zendesk

Description du poste

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.