- Develop and evolve the AI triage system to classify and route inbound tickets.
- Build and tune AI agents to handle returns, order status, warranty, and brand-specific policies.
- Resolve live production issues including triage failures, tag-matching errors, and integration bugs.
- Manage Zendesk configuration, including fields, triggers, macros, and API/OAuth permissions.
- Integrate Zendesk with internal systems and maintain Zendesk Explore reporting.
- Audit and optimize the automation library to reduce bloat and conflicts.
- Instrument AI agents to flag fraud, dispute, and abuse signals for Trust & Safety teams.
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