- Contribute to and lead delivery of CX automation and AI initiatives, from scoping and design through to production and ongoing iteration.
- Build and maintain AI agents and automated workflows that improve specialist effectiveness, reduce manual handling, and increase consistency across CX operations.
- Deploy AI capabilities responsibly by designing for failure, ensuring human oversight, and maintaining audit logs.
- Own the technical delivery of CX tooling, including integrations, applications, and automated workflows across the CX tech stack.
- Build and maintain integrations for platforms including Zendesk, internal systems, REST APIs, webhooks, and MCP standards.
- Manage multi-phase delivery, own dependencies, and maintain accurate documentation as part of the definition of done.
- Use operational data and performance metrics to validate initiatives and inform CX leadership decision-making.
- Partner with cross-functional teams including engineering, product, and data to align on architecture and resolve systemic bottlenecks.
Artificial IntelligenceRESTful APIsZendesk