Systems Administrator (Zendesk)

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.

Systems Administration & Optimization

• 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.

• 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.

• Be part of a global leader at the forefront of cloud communications and CPaaS innovation.

• 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.

• 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

Join us in shaping the future of customer success operations at Vonage API! Apply today to become our next

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

To learn how we process your personal data during the recruitment process, please refer to our Privacy Notice

Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.