This role will be actively working on updating integrations and configurations within Zendesk and our chatbot. It's important that the candidates have more recent technical experience with Javascript and implementation of integrations (API). It does not need to be senior developer experience, but customer engineering is a great indicator of capabilities.
Key Responsibilities
- Own the design and build out of workflows, automation, and triggers within the Zendesk instance
- Monitor performance and utilize data to identify pain points, bottlenecks, and opportunities for workflow improvement and optimization
- Manage the continued implementation and optimization of our AI platform and tooling
- Maintain and manage the backlog of operational and functionality enhancement requests and work with internal stakeholders and vendors to ensure prioritization and alignment with the business.
- Integrate additional apps and 3rd party systems as dictated by business needs.
- Work in close partnership with the product, engineering, compliance, fraud and others to lead and/or contribute to cross-functional discovery and scoping sessions to bring structure and life to planned and ad-hoc initiatives.
- Manage post-launch monitoring and ensure that the new products and/or initiatives are within the expected member experience and costs.
- Partner with cross-functional teams and stakeholders to develop a build vs buy framework and conduct RFI/RFPs with third party vendors as needed
- Define and implement a role based access framework for the CX organization
- Continuously assess and benchmark member success processes and workflows.
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Experience Needed
- 5+ years of systems administration experience with in-depth knowledge of ticketing, live channel support systems, self-service virtual assistant/bot tool and API/App Integrations
- High proficiency in Zendesk and 3+ years of direct Zendesk optimization and integration experience (Zendesk Certification preferred)
- Strong understanding of AI, NLP technologies and experience building Conversational AI, RPA, and/or Chatbots
- Exceptional project management, analytical, coordination, and communication skills.
- Success in building efficient and customer centric user support solutions with a dedication to continuous improvement, quality, problem solving, and a willingness to challenge the status quo.
- Self-directed, motivated, and comfortable working in a fast-paced environment while partnering with and influencing cross-functional internal teams and vendors
- Proven effectiveness in leading multiple concurrent projects of varying scopes through implementation
- Experience with Jira, Javascript, Python and SQL
Job Type: Full-time
Benefits:
- Gym membership
- Health insurance
- Opportunities for promotion
- Pay raise
Schedule:
- 8 hour shift
- Night shift
Supplemental pay types:
- 13th month salary
Application Question(s):
- Are you open to work on a 9:00 PM - 6:00 AM schedule weekdays?
- Are you open to work on a hybrid setup? (3 days onsite, 2 days WFH)
- How many years of experience do you have managing projects and automations for Zendesk application?
- How much is your asking monthly basic pay?
Experience:
- Zendesk: 2 years (Required)
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