Zendesk Administrator (Contractor)

Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured and designed for the way our customers live their lives. A bank for all of us.About the roleWe are looking for a Zendesk Admin to own, optimize, and scale our core contact center technology environment. You won't be managing a team of customer service agents; instead, you will be managing the ecosystem that allows our agents to succeed.This is a pivotal time to join the team: we are currently working on a major project project for next-generation AI customer service technology, specifically Decagon, to automate workflows and elevate our customer experience. In this role, you will act as the strategic owner of this rollout alongside our core platform stack (including Zendesk, Airtable, and cloud telephony), ensuring our workflows are seamless, our data is clean, and our systems are perfectly aligned with business goals. If you love building efficient processes, rolling out cutting-edge tools, and turning software into a superpower for frontline teams, this role is for you.ResponsibilitiesPerform system administration and configuration, with a primary focus on Zendesk, ensuring optimal performance and functionality.Manage, configure, and maintain other contact center platforms including Decagon, Amazon Connect, Airtable, and NICE.Lead the planning, execution, and deployment of technology projects from initiation to completion.Collaborate with Operations, Engineering, and other stakeholders to understand business requirements and implement technical solutions.Provide administrator-level support and troubleshooting for complex issues across the contact center technology environment.Maintain comprehensive system documentation and review online resources to facilitate continuous on-the-job learning.Assist with user management, permissions, and security settings across all supported contact center systems.Assist with testing new code deployments across Decagon, Amazon Connect, Airtable, and NICE.Assist in keeping the Decagon knowledge base currentSkills & Qualification2+ years of proven experience in system administration for a contact center environment.Highly self-driven with the ability to lead and manage multiple technical projects independently.Strong technical aptitude and ability to quickly learn and master new software systems and platforms through reviewing online documentation.Excellent collaboration and communication skills for working effectively with diverse departments.Strong problem-solving skills for troubleshooting complex system and integration issues.Understanding of contact center workflows and key performance indicators (KPIs)Nice to have: Zendesk, Decagon, Amazon Connect, Airtable, NICE InContact, Experience with other contact center platforms or technologies, Microsoft Office, Google Suite, Banking/fintech/financial services industryFor cash compensation, we set standard ranges for all US-based roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors as well as candidate experience and expertise and may vary from the identified range.Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.Beware of fraudulent job postings!Varo will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide work with Varo. If you suspect you have received a phony offer, please e-mail View email address on click.appcast.io with the pertinent information and contact information.Notice at Collection for Employees and Applicants:Varo Candidate Privacy Notice