Zendesk AI & Automation Specialist (Advanced AI Agents / Copilot)
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AI Summary
Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our “Win as One” mentality ensures that our team’s success is directly linked to Client, Shareholder and Employee Satisfaction.
Summary:
We’re hiring a Zendesk AI specialist to design and deploy Zendesk Advanced AI Agents and Zendesk Copilot capabilities that deflect incoming support tickets and enable automated resolutions end-to-end. You’ll identify high-impact use cases, implement agentic workflows, and partner with internal stakeholders (including Security) to scale AI automation safely and measurably.
Responsibilities:
· Own delivery of Zendesk Advanced AI Agents / Zendesk Copilot initiatives from use case → build → test → rollout
· Identify ticket deflection and automated resolution opportunities (L0/L1 style request types) and build a repeatable backlog of AI agents over time.
· Configure and optimize AI experiences across channels (e.g., portal/chat/messaging) with a focus on measurable reduction in inbound volume and faster resolution
· Enable “agentic” workflows that can interact with external systems (via API calls) to complete steps beyond knowledge-only answers.
· Partner with Security / IT on governance: data flow documentation, access controls, risk review, and secure deployment patterns
· Collaborate with Support Ops on intake and prioritization using existing AI intake / workflow patterns and documentation
· Track and report AI impact (deflection rate, automated resolutions, accuracy/quality signals) and continuously tune agent performance.
Qualifications:
Required Qualifications
· 3–5 years experience with Zendesk administration, automation, or platform enablement (or equivalent service tech platform experience).
· Hands-on experience with Zendesk Advanced AI Agents and/or Zendesk Copilot features and functionality.
· Experience identifying and implementing AI use cases for ticket deflection and automated resolution.
· Working knowledge of integrating Zendesk AI/automation with other systems using APIs (or strong understanding of the end-to-end integration process).
· Strong stakeholder communication skills (Support, Product/Eng, IT, Security).
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Preferred Qualifications
· Experience with Zendesk AI rollout constraints/requirements (themes, channel limitations, deployment considerations).
· Familiarity with governance and security review practices for AI-enabled workflows.
· Experience improving Zendesk deployment/change management maturity (sandbox → stage → prod).
It is the policy of Donnelley Financial Solutions to select, place, and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran status, actual or perceived sexual orientation, genetic information or any other protected status.
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At DFIN, protecting your identity is a top priority. Please be aware of scammers impersonating DFIN recruiters. DFIN recruiters will never request personal information via email or text. You will only receive a text from us if you've already been in contact. All automated messages will come from talentacquisition@dfinsolutions.com. If you ever have doubts about the legitimacy of any communication from us, please do not hesitate to reach out for verification via talentacquisition@dfinsolutions.com (this email is for general TA questions and is not used for updates on your application status). #BI-Remote
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