AI Expert

We are seeking an experienced AI Expert with strong Zendesk expertise to support a guided enablement and collaborative configuration engagement.

This role is focused on empowering client teams to independently design, build, configure, and optimize AI-driven bots within the Zendesk platform.

This is not a hands-on keyboard implementation role.

Instead, the AI Expert will work alongside the client’s team—providing structured guidance, best practices, and architectural direction—while the client team remains hands-on throughout the build and optimization process.

• Lead guided enablement sessions for AI bot development within Zendesk
• Provide strategic direction on bot architecture, conversation design, and AI optimization
• Mentor client teams on configuration, workflows, integrations, and automation best practices
• Review configurations and provide recommendations for improvement
• Support the design of scalable, extensible bot frameworks
• Share industry best practices for conversational AI, NLP tuning, and performance optimization
• Enable governance models and operational best practices for long-term sustainability
• Ensure the client team builds capability and confidence to manage and extend the platform post-engagement

Must have qualifications:

• Proven experience designing and implementing AI-driven bots within Zendesk
• Strong understanding of conversational AI, NLP, automation workflows, and customer experience optimization
• Experience delivering enablement-led or advisory engagements
• Ability to coach and mentor technical and functional teams
• Strong communication and stakeholder engagement skills
• Experience with integration patterns and enterprise system environments

Nice to have qualifications:

• Experience with Zendesk AI, Answer Bot, and advanced automation features
• Background in customer support transformation initiatives
• Familiarity with AI governance, model training, and analytics optimization
• Experience working in enterprise or multi-stakeholder environments