Systems & AI Automation Specialist (Philippines Remote)

Responsibilities

• Maintenance and optimisation of Customer Experience (CX) platforms
• Review Triggers, Automations, Views, Macros, and contact flows, ensuring that these are up to date and retired as needed.
• Create workflows—including automated routing logic and AI bot configurations—and capture relevant analytics to drive process improvement, measure performance, and enhance the end-user experience.
• Provide technical support for Turnitin's internal Customer Experience (CX) platforms end users when they encounter system requests or service issues.
• System Support, Operations Team and Third Party Vendors
• Partner with the internal Turnitin Systems Team, Zendesk support, and AWS support vendors to resolve advanced service issues and platform needs that cannot be handled in-house.
• Provide operations support, upgrades, and configurations across all Zendesk and AWS Connect support channels to effectively manage new feature requests and platform maintenance.
• Artificial Intelligence (AI) and Automation Management
• Configure, train, test, and maintain Generative AI solutions that provide accurate responses to customer inquiries, utilizing knowledge sources, conversation analytics, and user feedback to continuously improve AI performance, answer quality and adoption.
• Lead the development, implementation, and continuous optimization of AI powered customer support experiences, leveraging automation, conversational AI, and self-service technologies to reduce incoming customer tickets, increase self-service and improve the overall customer experience.
• Monitor AI performance metrics, identify opportunities for improvement, and collaborate with Support, Quality & knowledge, and our Operational teams to enhance AI effectiveness, expand automation use cases, and improve the overall customer experience.

Qualifications

• 2+ years experience of working as an Administrator of Zendesk.
• Experience with integrations, connector apps and APIs.
• A strong understanding of AI tools used in Technical Support teams (including Zendesk AI, automated chatbots, or conversational routing).
• Proficiency with troubleshooting technical issues of various levels.
• A strong understanding of both formal and informal change management processes.
• Effective data analytics skills, with a background in using Zendesk Explore and Excel/Google Sheets.
• Experience developing and implementing projects, from proof of concept to large scale deployment.
• Strong organisational and analytical skills.
• Excellent written and verbal communication skills including experience of reporting out across different levels of stakeholders ranging from individual contributors to executive level, with varying levels of technical knowledge.
• Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners.
• Passion for excellent customer and user experience.
• Ability to work in a fast-paced environment, managing multiple priorities & projects.
• Ability to work independently and perform under pressure.