Zendesk Solutions Engineer (global 1099) - Remote Eligible

Zendesk Solutions Engineer

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.