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) * Act as the analytical and technical interface between Customer Service, IT, Product, and external vendors to drive tool optimization initiatives * Solid understanding of customer service KPIs and experience translating data into business recommendations * Design, test, deploy, and continuously optimize AI agents, chatbots, and automated workflows to increase operational efficiency and improve customer and agent experiences * Identify, investigate, and resolve technical issues, bugs, and routing problems within CRM and AI systems to ensure ...
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