Zendesk Administrator & Agentic AI Specialist

We are seeking a Zendesk Administrator & Agentic AI Specialist with 2–3 years of hands-on experience in configuring, optimizing, and maintaining the Zendesk Suite to support customer service operations. The ideal candidate will have strong expertise in Zendesk administration combined with practical experience in AI automation and agentic workflows. This role involves configuring Zendesk’s native AI capabilities and designing custom AI-powered solutions using large language models (LLMs), APIs, webhooks, and the Zendesk Apps Framework (ZAF). You will play a key role in enhancing customer support efficiency through innovative AI-driven automation and integrations.

Key Responsibilities

Zendesk Administration:
- Configure, customize, and maintain the Zendesk Suite to support customer service operations.
- Manage ticketing workflows, triggers, automations, views, macros, SLAs, and business rules.
- Maintain Help Center content and knowledge bases used by AI agents.
- Administer user roles, permissions, groups, and agent configurations.
- Monitor Zendesk performance and identify opportunities for process and workflow improvements.
- Analyze support data to recommend enhancements for customer experience and operational efficiency.

Agentic AI Development & Automation:
- Configure and optimize Zendesk AI Agents for autonomous ticket resolution across messaging and email channels.
- Implement Zendesk Copilot features such as auto-assist, suggested replies, ticket summarization, and agent assistance.
- Set up intelligent triage for intent, sentiment, language detection, routing, and prioritization.
- Design agentic procedures and action flows enabling AI agents to perform real business actions through APIs.
- Develop AI workflows for use cases including order lookups, refunds, account updates, status checks, and escalations.
- Define human-handoff rules, guardrails, fallback mechanisms, and approval workflows to ensure safe and auditable AI actions.
- Continuously monitor AI performance and optimize prompts, workflows, knowledge sources, and automation logic.

Custom AI Integrations:
- Build custom AI extensions using the Zendesk Apps Framework (ZAF).
- Integrate Zendesk with external systems via REST APIs, Sunshine APIs, and webhooks.
- Incorporate LLMs such as Claude or similar models for classification, response drafting, summarization, and multi-step workflows.
- Design and implement prompt structures for reliable AI outputs.
- Develop integrations connecting Zendesk with internal and third-party business applications.
- Troubleshoot and optimize AI integrations, API workflows, and automation processes.

AI Performance & Analytics:
- Track AI performance using Zendesk Explore and relevant operational metrics.
- Monitor key metrics including automated resolution rate, ticket deflection rate, AI-assisted resolution, first response time, resolution time, CSAT for AI-handled interactions, and agent productivity.
- Analyze results and continuously improve AI workflows based on performance data and customer feedback.

Required Qualifications
- 2–3 years of hands-on experience administering and configuring Zendesk.
- Strong working knowledge of Zendesk Suite components including Support, Guide, Explore, and AI capabilities.
- Practical experience with Zendesk AI Agents and/or Copilot.
- Experience configuring intelligent triage, automation, triggers, workflows, and routing.
- Knowledge of Zendesk Apps Framework (ZAF).
- Experience working with REST APIs and webhooks.
- Understanding of LLM-based applications and AI automation.
- Experience with prompt design and AI workflow development.
- Strong JavaScript / Node.js skills.
- Python experience is an advantage.
- Familiarity with API authentication, JSON, integrations, and web-based applications.
- Strong analytical and problem-solving skills.
- Ability to translate customer support requirements into scalable technical solutions.

Preferred Qualifications
- Zendesk Administrator certification.
- Experience building custom Zendesk applications or integrations.
- Experience working with Claude, OpenAI, or other LLM platforms.
- Proven track record in implementing AI-powered customer support automation.
- Knowledge of Sunshine APIs and Zendesk integration architecture.
- Experience with customer service platforms, CRM systems, or enterprise support environments.

This role offers the opportunity to work at the intersection of customer support technology and AI innovation, driving transformative improvements in service delivery and operational efficiency.