Systems & AI Automation Specialist
New
Philippines RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- JiraRESTful APIsTechnical supportData analyticsChange ManagementZendeskGenerative AI
Requirements
- 2+ years of experience working as a Zendesk Administrator.
- Strong understanding of integrations, connector apps, and APIs.
- Strong understanding of AI tools used in technical support (Zendesk AI, chatbots, conversational routing).
- Proficiency in troubleshooting technical issues.
- Understanding of formal and informal change management processes.
- Data analytics skills using Zendesk Explore, Excel, or Google Sheets.
- Experience developing and implementing projects from proof of concept to large-scale deployment.
- Strong organizational and analytical skills.
- Excellent written and verbal communication skills with experience reporting to executive levels.
- Ability to work independently and perform under pressure in a fast-paced environment.
Responsibilities
- Maintain and optimize Customer Experience (CX) platforms including Zendesk and AWS Connect.
- Build workflows, automated routing logic, and AI bot configurations to drive process improvement.
- Provide technical support for internal CX platform users.
- Collaborate with internal teams and third-party vendors to resolve advanced service issues.
- Configure, train, test, and maintain Generative AI solutions for customer inquiries.
- Audit user permissions and manage license forecasting.
- Design and maintain technical monitoring reports and dashboards for the Customer Experience organization.
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