Drive the ongoing development and optimization of CRM systems through AI integration, automation, and process improvements * Identify, investigate, and resolve technical issues, bugs, and routing problems within CRM and AI systems to ensure uninterrupted service * Proven experience with modern CRM systems; Zendesk administration or integration experience is highly preferred * Administer and manage the customer service tool landscape, with a strong focus on Zendesk, ensuring smooth daily operations, system stability, and secure user access management * Build and maintain integrations between customer service platforms and third-party systems using APIs (REST, Webhooks) and automation platforms (e.g. Make, low-code solutions) * Experience with, or a strong understanding of, AI tools, LLM-based solutions, automated ticketing systems, and workflow automation
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