Systems & AI Automation Specialist

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TurnitinEducation Technology

PhilippinesFull-TimeMiddle

Salary not disclosed

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Job Details

Experience: 2+ years experience of working as an Administrator of Zendesk
Required Skills: Microsoft ExcelRESTful APIsChange ManagementGoogle SheetsZendeskGenerative AIData analytics

2+ years of experience working as an Administrator of Zendesk.
Experience with integrations, connector apps, and APIs.
Strong understanding of AI tools used in technical support (e.g., Zendesk AI, automated chatbots, conversational routing).
Proficiency with troubleshooting technical issues.
Strong understanding of formal and informal change management processes.
Effective 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 for stakeholder reporting.
Strong interpersonal skills to form effective working relationships with internal and external partners.
Ability to work in a fast-paced environment and manage multiple priorities.

Review and optimize triggers, automations, views, macros, and contact flows within CX platforms.
Build automated routing logic and AI bot configurations to improve performance and the end-user experience.
Provide technical support to internal users of CX platforms.
Collaborate with internal systems teams and external vendors to resolve advanced service issues.
Configure, train, and maintain Generative AI solutions for customer inquiries.
Audit user permissions and manage platform licensing to ensure cost-efficiency.
Design and maintain technical monitoring reports and dashboards for the CX organization.
Contribute to incident management processes and maintain public-facing system status updates.

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