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Dutch Bros Coffee · 2 hours ago

Zendesk Engineer

United States

Full-time

Remote

Mid, Senior Level

4+ years exp

Dutch Bros Coffee is a fun-loving company that makes a difference one cup at a time. They are seeking a highly skilled Zendesk Engineer to manage the full Zendesk product lifecycle, drive automation and AI capabilities, and collaborate with stakeholders to implement best practices and integrations.

CoffeeFood and BeverageRestaurants

Culture & Values

No H1B

Responsibilities

Develop and maintain the Zendesk roadmap, ensuring alignment with Technology and operational goals, and communicating updates to stakeholders

Manage configurations, workflows, triggers, automations, AI routing, and knowledge base content to maximize platform performance

Build and maintain dashboards and reports to measure KPIs, identify trends, and support data-driven decision-making

Design, implement, and refine automation and AI solutions to streamline ticket handling, improve self-service adoption, and reduce resolution times

Support and enhance integrations with enterprise systems, ensuring seamless data flow and scalability for future needs

Partner with Technology, operations, and other business units to gather requirements, design solutions, and ensure adoption of platform enhancements

Lead initiatives such as instance consolidation, omnichannel rollout, or ticket form redesign, delivering projects on time and within scope

Qualification

Zendesk administrationProduct managementAI-driven workflowsITSM processesData analysisVendor engagementZendesk certificationStakeholder engagementBacklog managementEffective prioritizationCommunication skills

Required

4+ years of experience in product management, platform ownership, or administration of enterprise SaaS platforms, with at least 3 years dedicated to Zendesk administration and optimization

Proven track record of managing product roadmaps, gathering requirements, and delivering platform enhancements in complex enterprise environments

Strong understanding of ITSM processes, internal technology service delivery, and operational support models

Experience with vendor engagement and partnership for platform enhancements, support escalations, and roadmap planning

Familiarity with automation, AI-enabled routing, bots, and workflow design within Zendesk or similar platforms

Ability to translate platform data into actionable insights, build custom reports/dashboards, and measure platform performance against KPIs

Familiarity with integrating Zendesk to enterprise systems via native connectors, middleware, or APIs

Ability to deliver best in class service excellence through proactive resolution, and user focused platform design

Skilled in aligning platform capabilities to organizational objectives, improving efficiency, and enabling operational excellence

Excellent ability to engage stakeholders across multiple business units, gather requirements, and present solutions clearly to both technical and non-technical audiences

Backlog Management

Effective Prioritization

Delivery Using

Must be able to collaborate in-person with occasional impromptu in-person meetings

Must be able to work in a busy, crowded, and loud office with frequent distractions and interruptions

Adaptability to typical office conditions, which may include exposure to air conditioning, heating, artificial lighting, and varying noise levels

Ability to sit, stand, reach, twist, stretch, and work at a desk for long stretches. Must be able to occasionally move or lift office items up to 25 pounds

Hearing must be sufficient or correctable to ensure clear understanding of spoken information, including participating in virtual meetings and phone calls

Ability to read and write in English is essential for processing documents, drafting reports, and following up on necessary actions

Vision must be adequate or correctable to perform essential job duties, such as reading documents on a computer screen and using other visual tools

Must be proficient in operating a computer and other office productivity tools such as printers, scanners, and collaboration software

Must possess strong verbal and written communication skills to interact effectively with team members, clients, and other stakeholders via email, video conferencing, and other in office communication tools