What We’re Looking For3+ years of hands-on experience working with AI — building AI-powered solutions, agents, automations, or AI-driven workflows in a professional setting. 3+ years in roles requiring both technical depth and business acumen — such as solution architecture, systems design, technical consulting, product, operations, CS Ops, customer operations, or technology-driven business transformation. Strong understanding of Customer Success, support operations, customer operations, or post-sale customer journeys. Ability to translate business problems into practical AI solutions that are adopted by real users. Strong technical and architectural thinking, including workflow design, integrations, prompt logic, agent behavior, automation, and scalable systems. Understanding of AI solution design, including prompt engineering, context engineering, agent design, orchestration, workflow automation, integrations, and runtime behavior. Experience working with operational systems such as Zendesk, Slack, Notion, CRM, knowledge bases, data tools, workflow automation platforms, or similar tools. Strong execution mindset, with the ability to move from problem definition to prototype, rollout, measurement, and continuous improvement. Excellent communication and stakeholder management skills, including the ability to present to leaders, facilitate workshops, coach teams, and translate technical concepts into business language. Strong analytical skills, with the ability to define KPIs, identify patterns, measure impact, and improve performance over time. High adaptability, curiosity, and comfort working in ambiguity as AI tools and business needs evolve. Technical education or equivalent practical experience in Computer Science, Information Systems, Industrial Engineering, Data, Operations, or a related field. Strong AdvantageExperience working directly with CS, Support, CX Delivery, CS Ops, Services, or CXE teams. Experience improving CS or support KPIs such as TTR, SLA adherence, deflection, self-resolution, escalation quality, incident response, or customer communication quality. Familiarity with Zendesk architecture, automations, triggers, macros, routing, reporting, or support workflow design. Experience with incident management, escalation management, observability, logs, Datadog, or technical troubleshooting workflows. Experience with AI transformation, digital transformation, automation, enablement, or change management programs. Experience working with product, data, engineering, IT, or RevOps teams to define requirements and bridge business and technical needs. Experience in B2B SaaS or enterprise customer operations.
