Customer Experience Automation Expert

Configure and continuously improve the Zendesk AI ecosystem, designing conversation flows that ensure smooth escalation to human agents. Maintain and enrich the AI knowledge base while analyzing customer interactions to detect friction points and quantify their business impact. Design, launch, and evaluate tests to validate hypotheses using data rather than intuition, translating findings into concrete improvement initiatives. Collaborate cross-functionally with Operations, IT, Marketing, Legal, and Product teams to define requirements and coordinate implementation. Monitor and improve key KPIs including AI Resolution Rate and AI CSAT. Own the AI ecosystem end-to-end from configuration to performance monitoring within a fast-paced, entrepreneurial environment focused on solving customer needs instantly.