Vermont Information Processing

Vermont Information Processing

Zendesk Architect

Colchester, Vermont, United States · Contract

Sponsorship not specified$81k-$95kDetected 34 days ago
Agentic AIStakeholder ManagementHubSpotCustomer SupportZendeskLeadershipCommunicationMicrosoft Office

About the role

  • You will assume ownership of our fully deployed, advanced Zendesk ecosystem.
  • Remote considered for the right candidate.
  • The range listed here represents our best faith estimate for the role.

Responsibilities

  • System Strategy & Governance: Centralize Zendesk administration across all Customer Support teams. Audit, streamline, and optimize existing workflows, triggers, automations, and macros to replace siloed departmental setups with unified, scalable architecture.
  • Platform & AI Optimization: Serve as the primary architect and owner of our robust Zendesk instance (Support, Guide, Talk, Explore, WFM).
  • Drive the ongoing optimization and refinement of our advanced capabilities, specifically messaging and Zendesk Advanced AI (Copilot, Auto-assist, and AI Agents).
  • Complex Integrations: Architect, maintain, and upgrade seamless integrations between Zendesk and our broader tech stack, including Atlassian, HubSpot, MS Office, our internal Admin Portal, Data Warehouse, and in-house AI tools.
  • Data & Reporting: Design and maintain custom reporting dashboards within Zendesk Explore to measure system performance, AI deflection rates, agent productivity, and user needs, providing actionable insights to leadership.
  • Quality Assurance & Troubleshooting: Create and execute robust testing in a sandbox environment before deploying updates or changes to production. Act as the highest point of escalation for complex technical issues.
  • Enablement: Create clear documentation and train staff on unified system procedures, continuously gathering feedback from Customer Support teams to drive iterative improvements and maximize agent efficiency.
  • Cross-Functional Leadership: Proven ability to act as an individual contributor who can effectively coordinate, align, and influence multiple support departments and technical teams without direct reporting authority.
  • System Strategy & Governance: Centralize Zendesk administration across all Customer Support teams.
  • Audit, streamline, and optimize existing workflows, triggers, automations, and macros to replace siloed departmental setups with unified, scalable architecture.

Requirements

  • Advanced Zendesk Knowledge: Hands-on experience optimizing Zendesk WFM (formerly Tymeshift) and refining AI/automation tools (bots, auto-assist, custom routing) within the Zendesk ecosystem.
  • Execution: Excellent project planning, strong business communication skills, and the ability to translate complex technical concepts to non-technical stakeholders.

Nice to have

  • Deep understanding of Zendesk APIs, Webhooks, custom app development, and third-party integrations (specifically Atlassian and HubSpot).
  • Experience integrating proprietary internal databases/portals is highly preferred.
  • Zendesk Administrator certifications highly preferred.
  • Technical Acumen: Deep understanding of Zendesk APIs, Webhooks, custom app development, and third-party integrations (specifically Atlassian and HubSpot).
  • Certifications: Zendesk Administrator certifications highly preferred.

Compensation

  • $80,750 - $95,000/year
  • Compensation is based on a variety of factors including skills, experience, and industry background. The range listed here represents our best faith estimate for the role.
  • 401k Match & Employer Contributions
  • On-site Child Care Center (VT)
  • Flex and Hybrid Schedules
  • All full time job offers are contingent upon passing a pre-employment drug screening and background check.

Benefits

  • Health Insurance
  • Vision and Dental Expense Reimbursement
  • Life and Disability Insurance
  • Health Savings and Flexible Spending Accounts
  • Paid Parental Leave
  • Discounted Gym Memberships
  • Combined Time Off and Floating Holidays
  • On-site Fitness Center (VT)
  • On-site Health Clinic (VT)

Company info

  • What We're Looking For
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