The opportunity
Customer expectations are evolving rapidly. Some customers want instant, AI-powered self-service.
What you'll do
Implement, configure, and continuously optimize AI-powered customer support solutions.
Work hands-on with AI servicing platforms such as Decagon, Intercom Fin,: Sierra, Forethought, or similar technologies.
Build and tune AI experiences, including intents, workflows, knowledge: sources, escalation paths, guardrails, and human handoffs.
Design experiments, measure resolution and deflection performance, identify: failure modes, and continuously improve AI effectiveness.
Evaluate emerging technologies and rapidly prototype new capabilities to: determine where they can improve the customer or agent experience.
Apply strong judgment about where automation should—and should not—be used,: particularly in customer interactions where accuracy, complexity, or risk requires human expertise.
What they're looking for
- Serve as a hands-on expert in Zendesk, configuring and optimizing triggers,: routing, business rules, queues, forms, integrations, permissions, and workflows.
- Identify opportunities to simplify and improve our existing Zendesk: environment while ensuring it can support new AI and automation capabilities.
- Partner on the evolution of our support technology architecture, including: evaluation and potential migration to a future support platform.
- Translate future-state designs into implementation plans and execute the: configuration, workflow development, testing, and rollout required to bring them to life.
