Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences
Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
See yourself at Twilio Join the team as Twilio’s next Senior Zendesk Business Systems Analyst and Admin, Support Systems About the job This position is needed to bring our Customer Support and Operations teams to the next level with systems, tools and automated workflows that improve their productivity. Twilio is seeking a Business Systems Analyst with strong application configuration, system architecture, and workflow building skills. In this role, you will partner with our Customer Support and Operations teams to understand their business needs and deliver appropriate systems solutions. You will work closely with our program managers, data, systems and engineering teams to enable world-class experiences for our customers and internal business teams at Twilio. You will have the expertise to design and configure enterprise systems for scale and long-term growth
Responsibilities In this role, you’ll: Own the design, configuration, and maintenance of our Zendesk instance and associated integrations - including triggers, automation, macros, queries, and dashboards Have empathy for our users’ needs and help improve existing processes and innovate new processes utilizing Zendesk to improve client / customer experience Collaborate with other Zendesk Business Analysts/ teams / functional groups to ensure cross functional alignment Use a combination of standard functionality and custom development to solve business problems and simplify the design of our support system (Zendesk), in a way that is scalable and extensible as we onboard new businesses to Twilio