Zendesk Administrator & Agentic AI Specialist
DESCRIPTION:
Zendesk Administrator & Agentic AI Specialist
Experience: 2–3 Years
Employment Type: Full-Time
Position Summary
We are looking for a Zendesk Administrator & Agentic AI Specialist with 2–3 years of hands-on experience configuring, optimizing, and maintaining Zendesk Suite for customer support operations.
The ideal candidate will combine strong Zendesk administration expertise with experience in AI automation and agentic workflows. You will be responsible for configuring Zendesk's native AI capabilities while also designing custom AI-powered solutions using LLMs, APIs, webhooks, and the Zendesk Apps Framework (ZAF).
Key Responsibilities
Zendesk Administration
- Configure, customize, and maintain Zendesk Suite to support customer service operations.
- Manage ticketing workflows, triggers, automations, views, macros, SLAs, and business rules.
- Configure and maintain Help Center content and knowledge sources used by AI agents.
- Manage user roles, permissions, groups, and agent configurations.
- Monitor Zendesk performance and identify opportunities for process and workflow optimization.
- Analyze support data and provide recommendations for improving customer experience and operational efficiency.
Agentic AI Development & Automation
- Configure and optimize Zendesk AI Agents for autonomous ticket resolution across messaging and email.
- Configure Zendesk Copilot capabilities, including auto-assist, suggested replies, ticket summarization, and agent assistance.
- Configure intelligent triage for intent, sentiment, language detection, routing, and prioritization.
- Design agentic procedures and action flows that allow AI agents to perform real business actions through APIs.
- Develop AI workflows for use cases such as 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.
- Monitor AI performance and continuously 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 using REST APIs, Sunshine APIs, and webhooks.
- Integrate 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 that connect 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 metrics such as:
- Automated resolution rate
- Ticket deflection rate
- AI-assisted resolution
- First response time
- Resolution time
- CSAT for AI-handled interactions
- Agent productivity
- Analyze results and continuously improve AI workflows based on performance data and customer feedback.
Required Skills & Qualifications
- 2–3 years of hands-on experience administering and configuring Zendesk.
- Strong working knowledge of Zendesk Suite, 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.
- Experience with Python is an advantage.
- Understanding of 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.
- Experience 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.
Key Competencies
- Zendesk Administration
- AI & Agentic Workflow Development
- API & System Integration
- LLM Integration
- Automation & Workflow Design
- Prompt Engineering
- JavaScript / Node.js
- Technical Problem Solving
- Data Analysis & Optimization
- Customer Experience Technology
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