Client Engagement - Process Optimization Analyst
Tasks
- Analyze ticket data workflow performance and SLA compliance
- Build business rules for multi channel support workflows
- Configure Zendesk AI features for triage and auto tagging
- Configure Zendesk Chat messaging chatbot flows and conversation routing
- Configure Zendesk workflows
- Design multi step automation workflows
- Design ticket routing escalation and assignment rules
- Identify AI and automation opportunities and implement improvements
- Manage Zendesk triggers automations macros views ticket forms and SLAs
- Manage user roles permissions groups organizations and access controls
- Monitor Zendesk system health and resolve trigger automation conflicts
- Recommend and evaluate third party AI and automation tools integrations
- Translate business requirements into Zendesk configurations
- Troubleshoot workflow issues and routing errors
Perks/Benefits
- N/A
Skills/Tech-stack
AI Automation | API Integration | Cause analysis | Chatbot | JavaScript | NLP | Python | Root Cause Analysis | Root cause | SLA management | SLAs | Ticket Routing | Webhooks | Zendesk | Zendesk API | Zendesk Automations | Zendesk Chat | Zendesk Explore | Zendesk Macros | Zendesk Messaging | Zendesk Triggers
Education
N/A
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