Senior AI Automation & Zendesk Specialist

We are seeking a Senior AI Automation & Zendesk Specialist to design, build, and maintain automation solutions to scale our operations and decrease manual processes.

You will improve the quality and performance of the Patient Experience Team by transforming manual, time-intensive processes into automated, self-running workflows.

Our ideal candidate loves delivering practical solutions despite ambiguity and can calmly handle periods of breakneck scaling and moments of chaos.

You'll be a key hire that is crucial to the success of Voy and the Patient Experience Team.

What You'll Be Doing

• Process Mapping & Optimization: Collaborate with cross-functional teams to identify bottlenecks, analyse manual workflows, and design robust automation strategies that lead to lower contact rates and faster response times. Inherit live TRT infrastructure (AI agent, tagging architecture, existing flows) and iterate on them.

• Workflow Development: Design and deploy automated pipelines connecting our custom-made backend system’s APIs with Zendesk and other enterprise systems using low-code/no-code tools (e.g., n8n, Make, Zapier).

• AI Integration: Evaluate where LLMs and AI agents genuinely add value versus deterministic automation, and embed them into daily operations where justified e.g., quality auditing, agentic features for AI bots, and data analysis, with clear reasoning on cost, reliability, and failure modes..

• Testing & Quality Assurance: Validate automated workflows, monitor model outputs for accuracy, and troubleshoot system failures to ensure seamless reliability.

• Training & Governance: Create documentation, establish data security policies, and train internal teams on how to adopt and use the new automated tools.

What We Need from You

• Automation Experience: Proven experience in building and deploying intelligent workflow automations using n8n, Zapier, or Make (n8n strongly preferred).

• AI Fluency: Hands-on experience with AI-assisted development (Cursor, GitHub Copilot) and LLM APIs (Claude Code or similar) to design, build, and iterate on complex automation logic.

• Zendesk Experience: Deep knowledge of the full Zendesk stack across triggers, automations, SLAs, dynamic forms, custom fields, omnichannel routing, IVR, views, and side conversations.
  
  

How You Operate

• Think Big: You're inspired by frighteningly ambitious solutions to big problems, and you approach them from first principles and you have the determination to clear hurdles to get there.

• Move Fast: You set just the right pace, you collaborate well, and you're a clear communicator that can quickly understand people's needs and help them find a solution.

• Make It Better: You think about the bigger picture, you have a growth mindset with yourself and others (including a healthy relationship with feedback), you're hard on problems not people.

What we offer

• Salary of R35,000 (ZAR) p.m.

• Fully remote role

• Meaningful growth opportunities as the company scales