Lead Zendesk Administrator

Vaga não está no LinkedIn

🕒 Maio 5

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $110.000 - $130.000 / ano

⏰ Tempo Integral

🟠 Sênior

🖥️ Administração

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Vida Health

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 2014

⚕️ Seguro de Saúde

🧘 Bem-estar

☁️ SaaS

Healthcare Insurance • Wellness • SaaS

A Vida Health é uma empresa comprometida em melhorar os resultados de saúde para várias condições físicas e mentais, incluindo diabetes, obesidade, depressão e hipertensão. Oferecem um cuidado personalizado, liderado por profissionais humanos, combinado com tecnologia digital para gerenciar e tratar essas condições complexas. A Vida Health faz parcerias com empregadores, planos de saúde e consultores para fornecer soluções abrangentes de saúde. Seus serviços incluem bate-papos por vídeo e mensagens de texto com provedores de saúde, e utilizam aprendizado de máquina e dispositivos sincronizados para personalizar o atendimento aos membros. Eles focam em economias de custo significativas e na melhoria dos resultados de saúde para condições cardiometabólicas, garantindo resultados e oferecendo até 100% das taxas de risco tanto para cuidados físicos quanto mentais.

Descrição

• Design, build, and maintain sophisticated AI agent workflows within Zendesk to resolve complex use cases autonomously, significantly reducing manual agent touches. • Own the administration and reliability of the Zendesk platform, maintaining strong configuration governance to ensure all triggers, automations, and integrations are documented and traceable. • Serve as a thought partner to Member Service team leadership, translating operational needs into scalable system requirements and bridging the gap between non-technical stakeholders and Engineering teams. • Proactively research and scope emerging AI technologies (e.g., Voice AI, outbound automation) to improve inbound call flows and outbound member outreach success. • Lead operational initiatives for high-stakes transitions, ensuring system stability and zero service disruption. • Act as the primary technical contact for vendors (Zendesk, AWS, etc.), driving accountability, evaluating new releases, and facilitating knowledge transfer of platform updates. • Optimize the efficiency of Chat, Email, and Phone channels, focusing on channel-shifting volume toward more efficient, personalized digital experiences. • Analyze data across applications to implement efficient workflows that eliminate bottlenecks, while managing the interwoven impacts of changes across the organization. • Develop and maintain high-quality process documentation and standard operating procedures (SOPs) for all supported applications.

🎯 Requisitos

• 5+ years of experience in SaaS platform administration, with expert-level knowledge of Zendesk (Support, Talk, Guide, Explore, and AI/Copilot). Bonus if you also have previous experience with AWS contact center. • Proven experience building production-grade AI agents and evaluating AI vendors for technical feasibility and long-term value. • Strong ability to itemize, track, and manage the complex set of cross-functional tasks required for successful system launches and migrations. • Excellent communication skills and experience interfacing with leadership and technical teams to translate data into actionable insights. • Proficiency in driving practical, continuous improvement (Lean or Six Sigma experience is a strong bonus). • Deep understanding of how platform system changes impact downstream triggers and automations, specifically within a healthcare environment.