Project Overview:
- Sep 2025 - Present
- Associated with Zendesk (Mexico City, Hybrid)
Role Summary:
As an Associate Services Consultant, I spearhead the design and deployment of Advanced AI & Automation (AIAA) solutions within the Zendesk ecosystem. My primary focus is on configuring Intelligent Triage and advanced conversational bots to automate complex use cases, reduce manual ticket volume, and drive measurable deflection for enterprise clients, ensuring a seamless transition from legacy systems to a modern CX environment.
Management and Development:
- Orchestrate the end-to-end technical implementation of the Zendesk Product Suite (Support, Guide, Chat, Explore), translating unique business requirements into scalable workflows.
- Analyze and optimize client support operations by diagnosing process inefficiencies and prescribing best-practice automation strategies to enhance agent productivity and CSAT scores.
- Facilitate seamless collaboration between client stakeholders and internal Engineering, Product, and Sales teams, ensuring transparent communication and mitigating technical risks.
- Empower client administrators and support teams through specialized knowledge transfer sessions and workshops focused on AIAA adoption to maximize ROI.
Key Skills:
- Zendesk Product Suite
- Advanced AI & Automation (AIAA)
- Intelligent Triage & Bots
- Process Optimization
- Technical Implementation
- Stakeholder Management