Zendesk Administrator/Engineer

We are seeking a skilled Zendesk Administrator to lead the design, configuration, optimization, and implementation within a contact center environment. This candidate will be a subject matter expert in the entire suite of Zendesk services to maximize agent efficiency, optimize customer experience, and drive key Contact Center KPIs.
Key Responsibilities
Configure and customize Zendesk to align with business requirements and improve agent productivity in an omnichannel environment.
Design and implement workflows, ticket forms, fields, macros, automations, and triggers.
Administration and governance of the Zendesk environment, including user management, permissions & security settings.
Monitor performance, troubleshoot issues, implement improvements to facilitate efficiency, and overall platform health.
Develop reporting & analytics to deliver insightful reports, dashboards, and operational metrics (KPIs like CSAT, FCR, AHT) that measure contact center performance and id...