What we are looking for…

We’re seeking a Zendesk Solutions Engineer to own the configuration, optimization, and ongoing management of AvantStay’s Zendesk platform. You will design workflows, build integrations, and deploy automations that make our Guest Experience and Account Management teams more efficient and effective. This is a hands-on role where you’ll partner cross-functionally across GX, Ops, Product, and Engineering to ensure we deliver outstanding customer support at scale.

What you’ll do…

• Zendesk platform ownership. Serve as the subject matter expert and primary administrator for AvantStay’s Zendesk environment, including Support, Guide, Talk, Explore, and integrations.
• Workflow automation. Design and maintain triggers, macros, SLAs, routing rules, and AI/automation features to drive agent productivity and customer satisfaction.
• Integrations & systems design. Connect Zendesk to other core platforms (Slack, Linear, internal tools) via APIs, middleware, and webhooks to streamline processes and data flow.
• Analytics & insights. Build dashboards, reports, and custom Explore datasets to monitor key KPIs (response times, CSAT, NPS, resolution rates). Translate insights into recommendations for continuous improvement.
• AI automation strategy. Lead the implementation of AvantStay’s CX AI strategy within Zendesk. Deploy and optimize AI-powered tools such as chatbots, intelligent triage/routing, sentiment analysis, and knowledge base recommendations to deflect tickets, reduce handle times, and deliver faster, more personalized guest support. Continuously experiment with emerging AI features, measure impact, and scale the solutions that drive meaningful improvements.
• Governance & best practices. Establish change management, documentation, and role/permissions frameworks to ensure a stable and compliant platform.
• Enablement. Train CX teams on new features, coach them on Zendesk best practices, and act as a trusted advisor to leadership on platform strategy.

What you'll bring...

• 5+ years of experience administering Zendesk in a high-volume customer-facing environment.
• Proven ability to design and implement workflows that reduce handle times, increase CSAT, and improve agent efficiency.
• Strong technical acumen: experience with APIs, JSON, webhooks, authentication protocols (SAML, JWT, OAuth), and middleware platforms.
• Comfort with SQL and BI tools (Tableau, Amplitude, etc.) for building reports and insights.
• Excellent project management and documentation skills.
• Strong cross-functional collaboration skills; able to partner effectively with CX, Engineering, Product, and Ops.
• Bonus: Experience deploying AI/automation solutions in Zendesk (chatbots, routing intelligence, sentiment analysis).

• Competitive pay
• Fully remote - work from anywhere

No soliciting from staffing agencies. Thank you!