CX Operations, AI Enablement Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership and enhance the AI triage system responsible for classifying and directing incoming tickets while managing AI specialist agents.

• Develop new AI agents and refine existing ones to align with various issue types, tone, and brand voice.

• Modify ticket routing and classification logic in accordance with policy and brand changes.

• Create AI QA agents to assess tickets based on established criteria.

• Address live production issues, including duplicate triage actions, agent handoff mistakes, double public replies, and tag-matching errors.

• Act as the primary responder for Zendesk routing failures and reporting discrepancies.

• Investigate issues related to the system, such as carrier-scan delays and bugs in disputes.

• Oversee Zendesk fields, views, tags, triggers, macros, and overall configuration.

• Coordinate WFM routing between scheduling and the omnichannel queue engine, including forecasting and adherence/utilization tracking.

• Construct and sustain the Zendesk MCP server, API keys, and OAuth permissions.

• Manage the creation, deletion, and permissions of accounts.

• Build and maintain integrations that connect Zendesk to internal systems.

• Monitor containment and deflection through tag-based analysis and identify root causes when rates decline.

• Develop and maintain Zendesk Explore reporting for dependable self-service data.

• Expand automation coverage to a wider range of ticket types.

• Audit and refine triggers, automations, and macros.

• Enhance the accuracy of classification and triage processes.

• Establish monitoring and QA processes for AI agents.

• Integrate fraud, dispute, and abuse signals into AI agents to aid in Trust & Safety detection.

⛳️ Requirements

• Extensive hands-on experience with Zendesk administration and development, including triggers, automations, custom fields, and APIs.

• Proven experience in building AI or LLM-driven automation, preferably for support, classification, or routing purposes.

• Solid understanding of customer service workflows and challenges.

• Proficient scripting and integration skills, particularly in TypeScript or JavaScript.

• Familiarity with REST APIs and webhooks.

• Ability to operate effectively without a defined playbook in a dynamic environment.

• High sense of agency, low ego, and strong emotional intelligence; capable of working independently and self-directed.

• Good judgment to manage a production system with minimal internal precedent.

• Curiosity and fluency in AI, with an awareness of rapid advancements in the field.

• Comfort in creating quick, pragmatic solutions.

• Experience in a startup environment or equivalent ability to navigate ambiguity and shifting priorities.

• SQL knowledge and familiarity with BI or analytics tools (preferred).

• Additional coding languages beyond the essentials (preferred).

• Authorization to work in the US and current residency in the continental US is required.

🏝️ Benefits

• Eligibility for equity.

• Comprehensive benefits package.

• Healthcare coverage for employees and dependents.

• Enrollment in a 401(k) plan.

• Opportunities for remote work.

• Hybrid work options available for local employees.