Role – Zendesk AI Specialist

Contract: 6 Month

Shift Hours - 3 pm to 12 am (midnight) IST

Mostly remote but may have to visit Pune office during client visit ~once in a quarter.

Job Summary

We are looking for an experienced Zendesk skilled with over 5 years of hands-on

experience in implementing, customizing, and administering the Zendesk platform. The

ideal candidate should have strong expertise in Zendesk AI capabilities, including AI

Agents (formerly Zendesk Bots), intelligent automation, workflows, knowledge

management, and customer support optimization.

This role will be responsible for designing scalable customer service solutions,

implementing AI-driven self-service experiences, integrating Zendesk with enterprise

applications, and improving operational efficiency through automation.

Key Responsibilities

• Design, configure, and administer the Zendesk Suite, including Support, Guide,

Talk, Messaging, Explore, and AI capabilities.

• Build, configure, and optimize Zendesk AI Agents to automate customer

interactions across chat, messaging, and web channels.





• Develop conversational flows for AI Agents, including intent recognition,

conversation routing, escalation, and fallback handling.

• Configure AI-powered features such as:

o Intelligent Triage

o Suggested Macros

o Intelligent Routing

o Auto Assist

o Generative AI responses

o Knowledge recommendations

• Create and maintain Zendesk triggers, automations, SLAs, business rules, macros,

ticket forms, and workflows.

• Develop and manage Help Center content and knowledge base articles to improve

AI response accuracy and self-service adoption.

• Integrate Zendesk with CRM, ERP, authentication systems, and third-party

applications using APIs and middleware.

• Develop custom applications using the Zendesk Apps Framework (ZAF) where

required.

• Monitor AI Agent performance and continuously optimize conversation flows based

on customer interactions and analytics.

• Build dashbo

📌 AI Specialist (Pune City)
🏢 Sourcebae
📍 Pune City