Responsibilities:
Design, build, and maintain sophisticated AI agent workflows within Zendesk to resolve complex use cases autonomously, significantly reducing manual agent touches.
Own the administration and reliability of the Zendesk platform, maintaining strong configuration governance to ensure all triggers, automations, and integrations are documented and traceable.
Serve as a thought partner to Member Service team leadership, translating operational needs into scalable system requirements and bridging the gap between non-technical stakeholders and Engineering teams.
Proactively research and scope emerging AI technologies (e.g., Voice AI, outbound automation) to improve inbound call flows and outbound member outreach success.
Lead operational initiatives for high-stakes transitions, ensuring system stability and zero service disruption.
Act as the primary technical contact for vendors (Zendesk, AWS, etc.), driving accountability, evaluating new releases, and facilitating knowledge transfer of platform updates.
Optimize the efficiency of Chat, Email, and Phone channels, focusing on channel-shifting volume toward more efficient, personalized digital experiences.
Analyze data across applications to implement efficient workflows that eliminate bottlenecks, while managing the interwoven impacts of changes across the organization.
Develop and maintain high-quality process documentation and standard operating procedures (SOPs) for all supported applications.
Qualifications:
- 5+ years of experience in SaaS platform administration, with expert-level knowledge of Zendesk (Support, Talk, Guide, Explore, and AI/Copilot). Bonus if you also have previous experience with AWS contact center.
Proven experience building production-grade AI agents and evaluating AI vendors for technical feasibility and long-term value.
Strong ability to itemize, track, and manage the complex set of cross-functional tasks required for successful system launches and migrations.
Excellent communication skills and experience interfacing with leadership and technical teams to translate data into actionable insights.
Proficiency in driving practical, continuous improvement (Lean or Six Sigma experience is a strong bonus).
Deep understanding of how platform system changes impact downstream triggers and automations, specifically within a healthcare environment.
What We Do
Vida is a virtual care company that combines a human-centric approach with technology to address chronic and co-occurring physical and behavioral health conditions. We provide personalized chronic condition management combined with health coaching and therapy through a mobile and online platform that supports individuals in managing and significantly improving conditions such as diabetes, hypertension, obesity, depression, anxiety, etc. Our platform integrates deeply individual expert care with machine learning and remote monitoring to deliver lasting behavior change, health outcomes and cost savings. Vida is in the business of enabling self-insured employers, health plans and providers to take better care of their employees and members. We are trusted by Fortune 1000 companies, major national payers, and large providers to activate, engage, and empower their employees to live their healthiest lives. Based in San Francisco, CA, Vida is backed by investors including Khosla Ventures, StartX, Aspect Ventures, Canvas, Workday, and Nokia.
