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鈥憇ervice 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.聽
Responsibilities
The contractor will rapidly ramp up on the existing Cleverbridge Zendesk environment, including architecture, workflows, automations, integrations, reporting setup, and AI configuration.
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Audit the current Zendesk configuration and identify opportunities to improve automation and deflection.
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Translate roadmap initiatives into structured, time鈥慴oxed execution plans with milestones.
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Lead hands鈥憃n configuration and implementation of AI and automation capabilities.
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Design scalable automation architecture and clean up existing configuration where necessary.
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Work alongside the internal Zendesk administrator and CXM team members who will continue owning BAU and maintenance.
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Assign and coordinate initiative-related tasks with internal team members where support is required.
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Provide weekly progress updates and highlight blockers or dependencies.
Required Expertise
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Advanced Zendesk Enterprise administration and architecture experience.
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Hands鈥憃n experience implementing Zendesk AI features including AI Agents and Copilot.
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Strong experience building automation frameworks, triggers, workflows, and routing logic.
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Experience designing scalable support operations focused on deflection and cost鈥憈o鈥慶ontact reduction.
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Ability to independently scope, structure, and execute complex CX technology initiatives.
We offer:*
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Flexible working format - remote, office-based or flexible
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A competitive salary and good compensation package
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Personalized career growth
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Professional development tools (mentorship program, tech talks and trainings, centers of excellence, and more)
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Active tech communities with regular knowledge sharing
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Education reimbursement
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Memorable anniversary presents
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Corporate events and team buildings
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Other location-specific benefits
*not applicable for freelancers