Senior AI Automation, Zendesk Specialist

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Work collaboratively with cross-functional teams to pinpoint inefficiencies and assess manual workflows.

• Develop effective automation strategies aimed at reducing contact rates and enhancing response times.

• Take ownership of and enhance existing TRT infrastructure, encompassing AI agents, tagging frameworks, and current workflows.

• Create and implement automated pipelines that integrate custom backend APIs with Zendesk and other enterprise systems.

• Utilize low-code/no-code platforms such as n8n, Make, and Zapier.

• Assess and integrate LLMs and AI agents into everyday operations when warranted.

• Employ AI for quality auditing, agentic bot features, and data analysis.

• Conduct testing and validation of automated workflows, monitoring model outputs for precision.

• Diagnose system failures and ensure the reliability of workflows.

• Develop documentation, establish data security protocols, and provide training for internal teams.

⛳️ Requirements

• Demonstrated experience in creating and implementing intelligent workflow automations using n8n, Zapier, or Make (preferably n8n).

• Practical experience with AI-assisted development tools (Cursor, GitHub Copilot) and LLM APIs (such as Claude Code or similar).

• Comprehensive understanding of the complete Zendesk ecosystem, including triggers, automations, SLAs, dynamic forms, custom fields, omnichannel routing, IVR, views, and side conversations.

• Capability to design, construct, and refine intricate automation logic.

• Ability to assess LLMs and AI agents against deterministic automation based on cost, reliability, and failure modes.

• Skill in documenting solutions, establishing data security policies, and training internal teams.

• Strong communication skills with the ability to comprehend individuals' needs and propose solutions.

🏝️ Benefits

• Completely remote position.

• Significant growth opportunities as the company expands.