Senior Zendesk AI, Automation and Execution Lead

Cleverbridge seeks a senior, hands-on Zendesk expert to accelerate execution of H1 2026 CXM roadmap initiatives. The focus is on implementing AI capabilities, expanding automation, increasing self‑service deflection, reducing manual workload, and driving measurable improvement in cost-to-contact metrics.

The primary focus will be on strategic roadmap initiatives and execution acceleration. 

Responsibilities

The contractor will rapidly ramp up on the existing Cleverbridge Zendesk environment, including architecture, workflows, automations, integrations, reporting setup, and AI configuration.

• Audit the current Zendesk configuration and identify opportunities to improve automation and deflection.
• Translate roadmap initiatives into structured, time‑boxed execution plans with milestones.
• Lead hands‑on configuration and implementation of AI and automation capabilities.
• Design scalable automation architecture and clean up existing configuration where necessary.
• Work alongside the internal Zendesk administrator and CXM team members who will continue owning BAU and maintenance.
• Assign and coordinate initiative-related tasks with internal team members where support is required.
• Provide weekly progress updates and highlight blockers or dependencies.

Required Expertise

• Advanced Zendesk Enterprise administration and architecture experience.
• Hands‑on experience implementing Zendesk AI features including AI Agents and Copilot.
• Strong experience building automation frameworks, triggers, workflows, and routing logic.
• Experience designing scalable support operations focused on deflection and cost‑to‑contact reduction.
• Ability to independently scope, structure, and execute complex CX technology initiatives.