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Description and Requirements
We are looking for talented and passionate people like You! Join our team!
Hello, Digital Solutions disrupter! Our team is looking for a Zendesk System Administrator who will be responsible for updating integrations in Zendesk and chatbots. As part of this team, you will own the design and build out of workflows, automation, and triggers within the Zendesk instance.
Do you enjoy solving problems in creative and disruptive projects? Do you like working with new technologies? Do you like to add value to projects with your knowledge and experience? This is your opportunity! We are ready to help you and develop the next step in your career!
Your responsibilities:
- Monitor performance and utilize data to identify pain points, bottlenecks, and opportunities for workflow improvement and optimization
- Manage the continued implementation and optimization of our AI platform and tooling
- Maintain and manage the backlog of operational and functionality enhancement requests and work with internal stakeholders and vendors to ensure prioritization and alignment with the business.
- Integrate additional apps and 3rd party systems as dictated by business needs.
- Work in close partnership with the product, engineering, compliance, fraud and others to lead and/or contribute to cross-functional discovery and scoping sessions to bring structure and life to planned and ad-hoc initiatives.
- Manage post-launch monitoring and ensure that the new products and/or initiatives are within the expected member experience and costs.
- Partner with cross-functional teams and stakeholders to develop a build vs buy framework and conduct RFI/RFPs with third party vendors as needed
- Define and implement a role based access framework for the CX organization
- Continuously assess and benchmark member success processes and workflows.
Requirements:
- 5 + years of systems administration experience with in-depth knowledge of ticketing, live channel support systems, self-service virtual assistant/bot tool and API/App Integrations
- 2+ years of experience with Jira, Javascript, Python and SQL
- High proficiency in Zendesk and 3+ years of direct Zendesk optimization and integration experience
- Strong understanding of AI, NLP technologies and experience building Conversational AI, RPA, and/or Chatbots
- Exceptional project management, analytical, coordination, and communication skills.
- Success in building efficient and customer centric user support solutions with a dedication to continuous improvement, quality, problem solving, and a willingness to challenge the status quo.
- Self-directed, motivated, and comfortable working in a fast-paced environment while partnering with and influencing cross-functional internal teams and vendors
- Proven effectiveness in leading multiple concurrent projects of varying scopes through implementation
Desirable skills:
- Zendesk Certification preferred
Some of our benefits and perks for you
- Educational support: Udemy for Business
- "Work-life balance" culture and flexible schedule
- Employee Stock Purchase Plan (ESPP)
- Support global projects in a multicultural environment
Equal Opportunity Employer:
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Additional Job Description
We are looking for talented and passionate people like You! Join our team!
Hello, Digital Solutions disrupter! Our team is looking for a Zendesk System Administrator who will be responsible for updating integrations in Zendesk and chatbots. As part of this team, you will own the design and build out of workflows, automation, and triggers within the Zendesk instance.
EEO Statement