Systems & AI Automation Specialist (Philippines Remote)
RemotePhilippines
Job Summary
Manage Zendesk and AWS Connect platforms by configuring automated routing, AI bot configurations, and contact flows to optimize customer experience and reduce ticket volume. Build workflows that capture analytics for process improvement while providing technical support for internal CX users and resolving advanced service issues with vendor partners. Configure, train, and maintain generative AI solutions using knowledge sources and conversation analytics to ensure accurate responses and continuous performance improvement. Monitor AI metrics, manage user permissions and access requests, and design dashboards to provide visibility on system health and staffing forecasts. Collaborate with Engineering and Go-to-Market teams to develop SOPs, manage change processes, and maintain public-facing monitoring tools.
Required Qualifications
- 2+ years experience of working as an Administrator of Zendesk
- Experience with integrations, connector apps and APIs
- A strong understanding of AI tools used in Technical Support teams (including Zendesk AI, automated chatbots, or conversational routing)
- Proficiency with troubleshooting technical issues of various levels
- A strong understanding of both formal and informal change management processes
- Effective data analytics skills, with a background in using Zendesk Explore and Excel/Google Sheets
- Experience developing and implementing projects, from proof of concept to large scale deployment
- Strong organisational and analytical skills
- Excellent written and verbal communication skills including experience of reporting out across different levels of stakeholders ranging from individual contributors to executive level, with varying levels of technical knowledge
- Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners
- Passion for excellent customer and user experience
- Ability to work in a fast-paced environment, managing multiple priorities & projects
- Ability to work independently and perform under pressure
Desired Qualifications
- Experience working within a multi product support organization
- Experience working as an Administrator of a multi-brand instance of Zendesk
- A working knowledge of Salesforce and Jira
- Hands-on configuration experience with AWS Connect (Contact Flows, routing, or AWS Lex integrations)
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