Job Description

Kforce is looking for a Zendesk Platform Optimization Specialist for a remote, short-term contract opportunity. Responsibilities:

• Conduct a comprehensive review of Wave's Zendesk configuration, including workflows, automations, triggers, macros, and ticket lifecycle management
• Evaluate queue structure, routing logic, and ticket categorization to ensure they support efficient case management and operational visibility
• Identify configuration gaps or inefficiencies contributing to ticket backlog or delayed resolution
• Analyze end-to-end ticket handling processes to identify opportunities to improve agent productivity and resolution times
• Help define cases-per-hour productivity benchmarks and other operational metrics to support workforce planning and performance management
• Recommend improvements to ticket triage, escalation management, and case resolution workflows

Design Zendesk reporting frameworks for multiple audiences, including:

• Executive leadership (operational health, backlog trends, SLA performance)
• Operational teams (queue health, daily performance, agent productivity, aging tickets)
• Evaluate current use of Zendesk Explore and recommend improvements, enhancements, or integrations
• Recommend dashboards that enable leadership to monitor workload distribution and performance in real time
• Assess Zendesk queue architecture and recommend improvements that enhance routing efficiency and reporting clarity
• Evaluate the use of tags, fields, ticket types, and automations to ensure scalability
• Recommend best practices for organizing queues to improve ownership, visibility, and escalation pathways
• Identify opportunities to improve agent productivity through macros, automation, workflows, and knowledge base integration
• Recommend ways to streamline agent workflows and reduce manual effort
• 5+ years of hands-on experience administering or consulting on Zendesk environments
• Demonstrated expertise with Zendesk Support, Zendesk Explore, and workflow automation
• Experience designing support operations reporting for both operational teams and executive leadership
• Proven track record of improving support productivity and ticket resolution efficiency
• Strong understanding of support metrics, including SLAs, backlog analysis, and agent productivity
• Experience evaluating and redesigning queue structures, routing logic, and escalation processes
• Ability to balance strategic consulting with practical, actionable recommendations
• Strong communication skills and comfort partnering with senior stakeholders

Nice to have:

• Zendesk certifications (Support Administrator, Explore Analyst, Implementation Specialist)
• Experience in high-volume customer support environments
• Experience integrating Zendesk with CRM platforms, analytics tools, or operational dashboards
• Background in contact center operations, customer support transformation, or service operations consulting
• Experience implementing automation strategies to reduce ticket volume or handling time

Job Tags

Hourly pay, Contract work, Temporary work, Remote work

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