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 role focuses on implementing AI capabilities, expanding automation, increasing self-service deflection, and reducing manual workload to drive measurable improvement in cost-to-contact metrics.

• Rapidly ramp up on existing Cleverbridge Zendesk environment, including architecture, workflows, automations, integrations, reporting setup, and AI configuration
• Audit current Zendesk configuration and identify opportunities to improve automation and deflection
• Translate roadmap initiatives into structured, timeboxed 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 internal Zendesk administrator and CXM team members on BAU and maintenance
• Assign and coordinate initiative-related tasks with internal team members
• Provide weekly progress updates and highlight blockers or dependencies

• 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

Contract position. Remote collaboration with internal Zendesk administrator and CXM team. Weekly progress updates required.