Zendesk Systems Architect for AI-Powered Support

Figma; New York (NY); Remote; USD 105,000 - 245,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Retirement plan with company 4% match

Parental leave

Mental health and wellness benefits

Paid time off

Job summary

Figma is hiring a remote-friendly role within COS to own and evolve Zendesk-based systems and Decagon integration. You will lead ticket routing, classification, and automation strategies while coordinating with Engineering, IT, Security, and Analytics to scale support.

The role emphasizes hands-on administration of Zendesk and related tools, driving improvements, and documenting changes to support a fast-growing customer operations function.

Qualifications

• 3+ years of experience as a Zendesk administrator or Business Systems Analyst
• Hands-on experience with Zendesk workflows, routing, automations, queues, and Decagon integration
• Experience administering or supporting multiple tools across a support ecosystem and the ability to learn new systems quickly
• Experience leading systems changes independently or with Engineering/IT/Analytics
• Strong communication skills and documentation discipline

Responsibilities

• Own and optimize the COS Zendesk environment, including workflows, rules, automations, routing, permissions and health
• Lead improvements to ticket classification, queue design, backlog management, and skills-based routing
• Administer Decagon and its Zendesk integration, including handoffs and escalations
• Support broader tooling: Sprinklr, Gainsight, MaestroQA, Assembled, and others
• Evaluate and expand agent-facing AI capabilities (Zendesk Copilot, etc)
• Own lifecycle of systems changes: requirements, design, testing, rollout, and post-launch monitoring
• Create and maintain documentation across systems (playbooks, SOPs, change logs)

Skills

Zendesk admin

Business Systems Analyst

Cross-functional partner

APIs & integrations

AI tooling experience

Tools

Zendesk

Decagon

Sprinklr

Gainsight

MaestroQA

Assembled

Salesforce

Job description

Figma is hiring a remote-friendly role within COS to own and evolve Zendesk-based systems and Decagon integration. You will lead ticket routing, classification, and automation strategies while coordinating with Engineering, IT, Security, and Analytics to scale support.

The role emphasizes hands-on administration of Zendesk and related tools, driving improvements, and documenting changes to support a fast-growing customer operations function.