Zendesk AI Specialist

Job Summary

To enhance customer support efficiency, the full-time Zendesk AI Specialist will design and deploy Advanced AI Agents and Copilot capabilities, focusing on ticket deflection and automated resolutions while collaborating with internal stakeholders in a remote work environment.

Key responsibilities

• Own delivery of Zendesk Advanced AI Agents and Copilot initiatives from use case build to rollout
• Identify opportunities for ticket deflection and automated resolutions, creating a backlog of AI agents
• Configure and optimize AI experiences across various channels to improve inbound volume reduction and resolution speed

Required qualifications

• 3-5 years of experience with Zendesk administration, automation, or related service tech platforms
• Hands-on experience with Zendesk Advanced AI Agents and/or Copilot features
• Experience in identifying and implementing AI use cases for ticket deflection and automation
• Knowledge of integrating Zendesk AI/automation with other systems using APIs
• Strong communication skills with stakeholders across Support, Product/Engineering, IT, and Security