Systems Administrator (Zendesk)
Role details
Job location
Tech stack
Job description
As a Systems Administrator within the Customer Success Operations team, you will be responsible for the administration, optimization, and strategic alignment of the core platforms that power Vonage API's Customer Success organization. These include our Customer Success CRM, Sales CRM, Support CRM, and AI-driven systems.
This role is crucial to ensuring data accuracy, process efficiency, and seamless integration across our customer lifecycle systems. You will serve as a systems expert, trusted advisor, and innovation driver-enabling our teams to deliver exceptional customer experiences and insights at scale., Administer and maintain key enterprise systems including Customer Success CRM (e.g., Gainsight), Sales CRM (e.g., Salesforce), Support CRM (e.g., Zendesk), and Automation Tools (e.g., Zapier). Configure workflows, permissions, automation rules, and integrations to improve operational efficiency and data consistency.
- Develop, test, and implement new system functionalities aligned with evolving business needs.
AI Systems & Automation Manage, build, and continuously enhance AI-driven tools and automations that support predictive insights, customer health scoring, and operational efficiency.
- Partner with internal AI and data teams to integrate intelligent systems across Customer Success processes.
Data Management & Analytics Ensure data integrity across multiple platforms through proactive auditing and validation. Build and maintain dashboards and reports to provide actionable insights to stakeholders.
- Support business reviews with accurate analytics and performance tracking.
Integration & API Programming Design, implement, and manage integrations between systems using APIs to ensure seamless data flow and communication.
- Collaborate with engineering and IT teams to align on best practices for system architecture and data governance.
Process Improvement & Strategy Partner with Customer Success Operations leadership to define system strategy, scalability, and long-term roadmap. Identify opportunities to streamline processes, reduce manual effort, and enhance user experience.
- Train and support system users to maximize adoption and productivity.
Cross-functional Collaboration Collaborate closely with Customer Success, Sales, Support, and Product teams to ensure systems align with operational goals. Act as a key liaison between technical and non-technical stakeholders.
Requirements
Do you have experience in Zendesk?, Do you have a Bachelor's degree?, * Education: Bachelor's degree (BA Honours or equivalent) in Computer Science, Information Systems, or a related technical discipline.
- Experience: 6+ years of experience as a Systems Administrator or similar role managing enterprise platforms such as Salesforce, Gainsight, Zendesk, Jira, Zapier or equivalent tools.
- Technical Skills: Proven experience designing and managing system integrations and automations.
Strong programming and scripting skills for API development and data manipulation. Familiarity with AI systems implementation, configuration, and optimization.
- Analytical Ability: Expertise in data analysis and translating insights into operational improvements.
- Tools: Proficiency with collaboration tools such as Google Workspace or Microsoft 365 and Slack.
- Mindset: Strategic thinker with a strong attention to detail.
Proactive problem-solver who thrives in a fast-paced environment. Excellent communicator capable of translating technical concepts into business value.
Benefits & conditions
Play a pivotal role in optimizing systems that power customer success across a global enterprise. Collaborate with a passionate, forward-thinking team driving operational excellence and AI innovation. Competitive salary, benefits, and clear opportunities for career growth within Ericsson and Vonage.
How you'll benefit:
Unlimited Discretionary Time Off Flexible working hours Private Medical Healthcare Group Life Insurance Reimbursement for the cost of learning (training, certifications, postgraduate studies, etc.)
- Remote work flexibility with occasional team collaboration days in London
