Zendesk AI & Automation Specialist
Full-time
Donnelley Financial Solutions
Role Description
We’re hiring a Zendesk AI specialist to design and deploy Zendesk Advanced AI Agents and Zendesk Copilot capabilities that deflect incoming support tickets and enable automated resolutions end-to-end. You’ll identify high-impact use cases, implement agentic workflows, and partner with internal stakeholders (including Security) to scale AI automation safely and measurably.
- Own delivery of Zendesk Advanced AI Agents / Zendesk Copilot initiatives from use case → build → test → rollout
- Identify ticket deflection and automated resolution opportunities (L0/L1 style request types) and build a repeatable backlog of AI agents over time.
- Configure and optimize AI experiences across channels (e.g., portal/chat/messaging) with a focus on measurable reduction in inbound volume and faster resolution
- Enable “agentic” workflows that can interact with external systems (via API calls) to complete steps beyond knowledge-only answers.
- Partner with Security / IT on governance: data flow documentation, access controls, risk review, and secure deployment patterns
- Collaborate with Support Ops on intake and prioritization using existing AI intake / workflow patterns and documentation
- Track and report AI impact (deflection rate, automated resolutions, accuracy/quality signals) and continuously tune agent performance.
Qualifications
- 3–5 years experience with Zendesk administration, automation, or platform enablement (or equivalent service tech platform experience).
- Hands-on experience with Zendesk Advanced AI Agents and/or Zendesk Copilot features and functionality.
- Experience identifying and implementing AI use cases for ticket deflection and automated resolution.
- Working knowledge of integrating Zendesk AI/automation with other systems using APIs (or strong understanding of the end-to-end integration process).
- Strong stakeholder communication skills (Support, Product/Eng, IT, Security).
Requirements
- Experience with Zendesk AI rollout constraints/requirements (themes, channel limitations, deployment considerations).
- Familiarity with governance and security review practices for AI-enabled workflows.
- Experience improving Zendesk deployment/change management maturity (sandbox → stage → prod).
Benefits
- Competitive compensation
- Flexible workplace
- Comprehensive benefits
- Opportunities for professional growth
Vacancy posted 6 days ago
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