Zendesk AI Integration Specialist
Contract
Outside IR35
Rate - TBA
2 Month Contract (Possibility of Extension)
Interviews to take place post 26th December
January Start Date
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
* Implement ZenDesk Copilot to automate WISMO queries, enabling API integrations with parcel tracking platforms such as Metapack.
* 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. bIntegrate the custom app with SAP/Hybris APIs for order management functionalities, using ZenDesk Integration Servi...