JOB DESCRIPTION

At Zendesk, we’re redefining customer support with AI-driven automation. We are doing this first for our own support experience. As a Conversational AI & Automation Specialist, you will build and optimize the Agentic AI Agent our customer use to interact with Zendesk—crafting its voice, engaging dialogues/workflows, and fine-tuning generative models to deliver best-in-class experiences. You will report to the Senior Manager of Chatbots, AI & Automation on the Operational Excellence team.
You will be a great fit for this role if you are solution oriented and willing to embrace new and emerging technologies that are constantly evolving. You are able to create AI Agent personas, responses, and workflows that drive resolution and satisfaction for the end-user while adhering to brand guidelines. Most importantly, you are customer-obsessed and that shows through your work.

What you’ll be doing

• Define the AI Agent’s voice: Develop personas and establish a consistent, on-brand tone of voice for customer-facing AI Agents
• Design & Deploy: Create prompts, workflows, and automations using low-code generative AI models that result in exceptional customer experiences
• Collaborate Across Teams: Partner with engineering, IT, and product to deploy AI features, curate knowledge sources, and implement advanced integrations
• Adopt Zendesk Technology: Deploy the latest Zendesk AI features for the company’s own operations and engage with product teams to provide feedback
• Project Management: Apply agile principles to plan, execute, and deliver AI initiatives on time.

What you bring to the role

• Bachelor’s Degree
• A high level of familiarity with the Zendesk customer base and their needs
• 2+ years of AI Agent, automation, or conversation design experienceÂ
• 2+ years of project management or program management experienceÂ
• Experience with crafting conversations and responses for AI, specifically AI Agents and generative modelsÂ
• Highly attentive to detail and ready to work in a sensitive technical environment, where strict building guidelines are required to ensure functionality
• Proven ability to thrive in a team-oriented and collaborative work environment
• Self-directed, highly motivated, and proactive
• Methodical, analytical, and able to manage goals and KPIs
• Experience with gathering business requirements and developing project plans
• Thrives in a global environment where continuous learning is a must
• Enjoys receiving feedback and putting it into action
• Able to quickly adapt to shifting priorities, demands, and timelines

The US annualized base salary range for this position is $98,000.00-$146,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

THE INTELLIGENT HEART OF CUSTOMER EXPERIENCE

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here .
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request

What you’ll be doing

• Define the AI Agent’s voice: Develop personas and establish a consistent, on-brand tone of voice for customer-facing AI Agents
• Design & Deploy: Create prompts, workflows, and automations using low-code generative AI models that result in exceptional customer experiences
• Collaborate Across Teams: Partner with engineering, IT, and product to deploy AI features, curate knowledge sources, and implement advanced integrations
• Adopt Zendesk Technology: Deploy the latest Zendesk AI features for the company’s own operations and engage with product teams to provide feedback
• Project Management: Apply agile principles to plan, execute, and deliver AI initiatives on time

What you bring to the role

• Bachelor’s Degree
• A high level of familiarity with the Zendesk customer base and their needs
• 2+ years of AI Agent, automation, or conversation design experienceÂ
• 2+ years of project management or program management experienceÂ
• Experience with crafting conversations and responses for AI, specifically AI Agents and generative modelsÂ
• Highly attentive to detail and ready to work in a sensitive technical environment, where strict building guidelines are required to ensure functionality
• Proven ability to thrive in a team-oriented and collaborative work environment
• Self-directed, highly motivated, and proactive
• Methodical, analytical, and able to manage goals and KPIs
• Experience with gathering business requirements and developing project plans
• Thrives in a global environment where continuous learning is a must
• Enjoys receiving feedback and putting it into action
• Able to quickly adapt to shifting priorities, demands, and timeline