Zendesk AI & Workflow Architect

Princess House, Inc.; Mansfield (MA); Remote; USD 70,000 - 110,000; Full time

Job summary

Princess House, Inc. seeks a Zendesk Specialist to administer and optimize our Zendesk platform, including AI-powered capabilities such as Zendesk AI Agents, bots, and Copilot tools. This role translates operational needs into scalable configurations and ensures platform stability and efficiency.

You will manage user access, monitor health, build dashboards in Zendesk Explore, and support knowledge base maintenance. The position is remote with occasional travel to the home office or events.

Qualifications

• 1-3 years Zendesk experience in a multi-channel contact center environment.
• Experience implementing or administering AI-powered customer service tools (Zendesk AI, bots, or similar).

Responsibilities

• Configure Zendesk workflows across ticket channels (forms, fields, triggers, automations, macros, views, SLAs).
• Administer Zendesk products: monitor health, manage users/roles/permissions, and maintain data security.
• Maintain marketplace apps and escalate integration needs to IT.
• Build and deploy AI Agent use cases and Copilot/Agent Assist capabilities; optimize AI performance and content.
• Create and maintain operational dashboards in Zendesk Explore to monitor queues, SLAs, and agent activity.
• Collaborate with CX leadership, IT, and partners to translate requirements into scalable configurations and adoption plans.
• Coordinate with Training Specialist to keep SOPs and AI responses aligned with policies.

Skills

Zendesk admin

AI tools

Multi-channel support

Dashboard analytics

Education

High School diploma

Tools

Zendesk Explore

Job description

Princess House, Inc. seeks a Zendesk Specialist to administer and optimize our Zendesk platform, including AI-powered capabilities such as Zendesk AI Agents, bots, and Copilot tools. This role translates operational needs into scalable configurations and ensures platform stability and efficiency.

You will manage user access, monitor health, build dashboards in Zendesk Explore, and support knowledge base maintenance. The position is remote with occasional travel to the home office or events.