CX Systems Administrator III

We are looking for a Systems Administrator III who will bring advanced technical skills, leadership experience, and a strong ability to work in fast-paced environments. You will report to the Senior Manager CX Operation, Systems and Analytics, and will be responsible for ensuring our CX systems are optimized and efficient.

A day in the life of a Systems Administrator III at Calendly

On a typical day, you will be working on:

• Ensure key daily workflows in CX systems for Customer Support, Customer Success, and self-service help are efficient, clean, and always improving.
• Managing the vendor relationship for the systems that you administer, keeping us top of mind for the supplier and making sure we’re aware of new features and potential impact points from releases.
• Partner with business leaders and teammates to define our CX systems and tools roadmap, and to execute this vision.
• Take a product management approach to delivering new system features and enhancements, unlocking more time for our team to focus on strategic work.
• Enable strategic, data-driven decision making across our CX teams through clean configuration and a comprehensive set of bulletproof integrations between key platforms.
• Partner cross-functionally with the Revenue Operations, Marketing, Data Engineering, and product organizations to discover insights that will uncover system optimization opportunities.
• Optimize our implementation of Zendesk, including connected systems such as Qualtrics, Ada, Salesforce, etc.
• Drive innovation across our tech stack to deliver improved experiences for our customers and stakeholders.
• Work with key stakeholders to define the roadmap for key systems.

What do we need from you?

You should apply if you have:

• 5+ years of hands-on experience implementing and configuring Zendesk, Salesforce, Chatbots, JIRA, and related systems (certifications a big plus!).
• Experience understanding and translating business requirements into technical specifications, specifically for Support, Success and Operations organizations.
• Experience managing complex integrated SaaS systems via APIs, webhooks, ETL, Zapier, or related mechanisms.
• Experience with data warehouses (BigQuery, Redshift, etc.) and BI visualization platforms (Looker, Tableau, etc.).
• Experience working in a fast-moving environment such as a SaaS startup, while managing complex projects to a deadline.
• The ability to operate effectively in gray areas where processes have yet to be completely defined (and to help define those processes!).
• Authorized to work lawfully in the United States of America as Calendly does not engage in immigration sponsorship at this time.

It would be great if you also have:

• Experience building solutions with Zendesk Integration Services (ZIS).
• Advanced technical skills, including the ability to work with SQL, JSON, APEX.
• Demonstrated leadership experience in a prior role, either formally as part of your explicit duties or informally as part of team project work.