Overview
Reference: Zendesk394
Salary: £400 - £500/day
Job Location: United Kingdom -- England -- South East England -- Buckinghamshire -- Amersham
Job Type: Contract
Posted: 16 December 2024
Role Overview: My Client are seeking an experienced ZenDesk AI Integration Specialist to implement automation capabilities within the customer services department of a leading UK retailer. The role focuses on developing a ZenDesk Copilot solution for high-volume WISMO (Where Is My Order) queries and a custom ZenDesk app for order management tasks, seamlessly integrating with APIs for parcel tracking and SAP-based ERP systems.
Key Responsibilities
1. ZenDesk AI Agent Development
1. Implement ZenDesk Copilot to automate WISMO queries, enabling API integrations with parcel tracking platforms such as Metapack.
2. Build AI-enabled workflows to map user intents to actions and present API responses to end-users via multiple channels (email, chat, WhatsApp).
2. Custom ZenDesk App Development
1. Develop a streamlined UI using ZenDesk Apps Framework (ZAF) to support order cancellations, refunds, and replacements.
2. Integrate the custom app with SAP/Hybris APIs for order management functionalities, using ZenDesk Integration Services (ZIS).
3. Optimize app performance for Customer Service (CS) agents.
3. API Integration Expertise
1. Configure and manage APIs for parcel tracking systems (e.g., Metapack).
2. Integrate ZenDesk with SAP/Hybris to enable seamless order status retrieval, order modifications, and tracking.
4. Testing & Deployment
1. Conduct UAT (User Acceptance Testing) and resolve issues identified during the testing phase.
2. Implement a phased rollout ensuring minimal disruption to CS operations.
5. Collaboration
1. Work closely with internal IT teams, CS stakeholders, and API providers to enable secure, reliable API connections.
2. Gather feedback and refine the UI/UX for maximum efficiency and usability.
Required Skills & Experience
* ZenDesk Expertise:
o Proven experience with ZenDesk Copilot and ZenDesk Apps Framework (ZAF) development.
o Experience with ZenDesk Integration Services (ZIS).
o Hands-on experience customizing ZenDesk workflows, building apps, and managing ZenDesk developer tools.
* API Integration Skills:
o Expertise in integrating internal and external APIs (e.g., Metapack for parcel tracking, SAP/Hybris ERP for order management).
o Proficient in designing secure, RESTful API calls and mapping responses to front-end applications.
* Order Management Systems:
o Strong understanding of ERP systems like SAP/Hybris and order lifecycle processes (cancellations, refunds, replacements).
o Familiarity with order shipping tools (e.g., Metapack).
* Technical Skills:
o Solid experience in programming languages/frameworks relevant to ZenDesk (e.g., JavaScript, Node.js).
o UI/UX design skills for creating intuitive agent-facing interfaces.
* AI Automation:
o Experience implementing AI-driven solutions for customer service workflows.
o Understanding of intent mapping, chatbot configurations, and AI API calls.
* Project Management:
o Ability to work in phased delivery timelines and meet project milestones (e.g., delivery of WISMO automation and custom app features).
#J-18808-Ljbffr