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AI Summary
We are seeking an experienced
AI Expert with strong Zendesk expertise to support a guided enablement and
collaborative configuration engagement. This role is focused on empowering
client teams to independently design, build, configure, and optimize AI-driven
bots within the Zendesk platform.
This is not a hands-on
keyboard implementation role. Instead, the AI Expert will work alongside the
client’s team—providing structured guidance, best practices, and architectural
direction—while the client team remains hands-on throughout the build and optimization
process.
Key Responsibilities:
- Lead guided enablement
sessions for AI bot development within Zendesk
- Provide strategic direction
on bot architecture, conversation design, and AI optimization
- Mentor client teams on
configuration, workflows, integrations, and automation best practices
- Review configurations and
provide recommendations for improvement
- Support the design of
scalable, extensible bot frameworks
- Share industry best practices
for conversational AI, NLP tuning, and performance optimization
- Enable governance models and
operational best practices for long-term sustainability
- Ensure the client team builds
capability and confidence to manage and extend the platform post-engagement
Must have qualifications:
- Proven experience designing
and implementing AI-driven bots within Zendesk
- Strong understanding of
conversational AI, NLP, automation workflows, and customer experience
optimization
- Experience delivering
enablement-led or advisory engagements
- Ability to coach and mentor
technical and functional teams
- Strong communication and
stakeholder engagement skills
- Experience with integration
patterns and enterprise system environments
Nice to have qualifications:
- Experience with Zendesk AI,
Answer Bot, and advanced automation features
- Background in customer
support transformation initiatives
- Familiarity with AI
governance, model training, and analytics optimization
- Experience working in
enterprise or multi-stakeholder environments
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