Zendesk Developer ( 6 months contractual role)
Core
Lead the strategy and technical stability of the Customer Experience (CX) ecosystem, specifically optimizing Zendesk Enterprise with AI integrations and managing API integrations for enterprise clients.
Role type
Senior Technical Program Manager (TPM) / AI Product Owner
Builds
AI-enabled Zendesk workspace, automated quality governance, predictive capacity planning, and client API integrations
Domain
Customer Experience (CX), Enterprise Support, AI/LLM Integration
Deliverable
production ML models
Required skills
Zendesk Enterprise architecture, AI Agents (Bots), Zendesk Copilot, Zendesk AutoQA, Zendesk WFM, Glean Enterprise Search, Gemini LLM integration, REST APIs, Webhooks, JSON, OAuth, Middleware (Workato, Zapier, n8n), Technical Program Management, Systems Engineering, Team Leadership
Preferred skills
Zendesk Certified Systems Architect, Knowledge-Centered Service (KCS) implementation
Technologies
Zendesk, Salesforce, Glean, Google Gemini, OpenAI, Postman, Confluence, Drive
Responsibilities
Build and optimize Zendesk AI Agents for self-service resolution; Architect and fine-tune Zendesk Copilot for agent productivity; Establish automated quality governance using Zendesk AutoQA; Oversee Zendesk WFM configuration for predictive capacity planning; Integrate enterprise search tools (Glean) and LLMs (Gemini) into Zendesk; Manage API integrations and developer experience for external clients; Lead a team of two Zendesk Specialists.
Seniority
Senior, hands-on IC with team leadership
