CX Operations & AI Enablement Specialist

About The Position

Archive is hiring a CX Operations & AI Enablement Specialist to own the systems, automation, and AI layer that powers our Customer Operations org, spanning customer support, trust & safety, partner experience, and 3PL operations. This role will take full ownership of the AI triage and routing system, Zendesk administration, integrations, and CX reporting. The ideal candidate is a builder who is comfortable diagnosing and fixing issues, as well as developing new automation. Fluency in Zendesk, excitement for AI-driven automation, and a desire to transform a CX operation from manual to automated are key. This is a builder's role for someone who is equal parts systems thinker and scrappy operator, comfortable diagnosing a broken triage flow one hour and shipping a new automation the next, with whatever tools and workarounds get the job done.

Requirements

Hands-on Zendesk administration and development experience: triggers, automations, custom fields, and APIs
Experience building AI or LLM-driven automation, ideally in a support, classification, or routing context
Working knowledge of customer service workflows and issues, so the agents you build actually reflect what customers are going through
Scripting and integration skills, such as TypeScript or JavaScript, plus familiarity with REST APIs and webhooks
Comfort operating without a playbook; this role is being defined as it's built, and the scope will shift as priorities do
High agency, low ego, high EQ; independent and self-directed, with the judgment to own a production system with little internal precedent to lean on
Real curiosity about and fluency in AI; someone who tracks the pace of change rather than working from what they learned six months ago
Comfortable moving fast and building scrappy, imperfect solutions when that's what the moment calls for, rather than waiting for the fully correct build
Startup experience, or the equivalent comfort with ambiguity and shifting scope

Nice To Haves

SQL and experience with a BI or analytics tool
Additional coding languages beyond the must-haves above

Responsibilities

Own and evolve the AI triage system that classifies and routes every inbound ticket, plus the library of AI specialist agents covering returns, order status, warranty and repair, delivered-not-received, and brand-specific policies
Build new agents and tune existing ones to take on new issue types or adjust tone and behavior to maintain brand voice
Update ticket routing and classification logic as policies and brands change
Build AI QA agents that review tickets against defined criteria
Resolve live issues such as duplicate triage executions, 400 errors on agent handoffs, double public replies, and tag-matching failures
Be the first responder when something in Zendesk breaks, from routing failures to reporting gaps
Investigate system-adjacent issues as they come up, such as carrier-scan delays or dispute bugs
Own fields, views, Tags, Triggers, macros, and configuration that keep routing and reporting accurate
Align WFM routing between scheduling and the omnichannel queue engine, including ticket forecasting and adherence/utilization tracking
Build and maintain the Zendesk MCP server, API keys, and OAuth permissions
Manage account creation, deletion, and permissions
Build and maintain the integrations connecting Zendesk to internal systems
Track containment and deflection through tag-based analysis, and diagnose root cause when rates drop
Build and maintain Zendesk Explore reporting so managers have reliable, self-serve data rather than building it ad hoc
Expand automation coverage into ticket types the agents don't handle yet, to push containment higher
Audit and clean up the trigger, automation, and macro library, which accumulates silent conflicts and bloat over time
Refine classification and triage accuracy in the weak spots
Build proper monitoring and QA on the AI agents so failures surface proactively instead of showing up as customer complaints
Instrument fraud, dispute, and abuse signals into the AI agents so Zendesk feeds Trust & Safety detection work