Technical Manager - Zendesk ( 6 months contractual role)
Core
Lead the strategy and technical stability of the Customer Experience (CX) ecosystem, acting as the Enterprise Systems & AI Product Owner to build a proactive, automated CRM using Zendesk and AI tools.
Role type
Senior Technical Program Manager (TPM) / AI Product Owner
Builds
AI-enabled Zendesk workspace, automated deflection agents, quality governance systems, and integrated CRM APIs
Domain
Media & Advertising (Nielsen) / Customer Experience (CX) / AI & LLMs
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Technical Program Management, Zendesk Enterprise architecture, AI Agent orchestration, API integration (REST/Webhooks), Enterprise Search (Glean), LLM workflows (Gemini/OpenAI), Team leadership, Knowledge-Centered Service (KCS)
Preferred skills
Zendesk Certified Systems Architect, KCS implementation track record
Technologies
Zendesk (Copilot, AutoQA, WFM, Custom Objects), Glean, Google Gemini, Workato, Zapier, n8n, Postman
Responsibilities
Build and optimize Zendesk AI Agents for self-service deflection; Architect and fine-tune Zendesk Copilot for agent productivity; Establish automated quality governance using Zendesk AutoQA; Oversee Workforce Management (WFM) configuration; Integrate enterprise search tools (Glean) and LLMs into Zendesk; Manage API integrations and developer experience for external clients; Lead a team of 2 Zendesk Specialists; Implement Knowledge-Centered Service (KCS) strategy
Seniority
Senior, hands-on IC with team leadership