Zendesk AI & Automation Specialist (Advanced AI Agents / Copilot)

Donnelley Financial Solutions

8d•Remote

About The Position

Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our “Win as One” mentality ensures that our team’s success is directly linked to Client, Shareholder and Employee Satisfaction. In 2026, DFIN was named #1 on the 2026 Top 100 Global Most Loved Workplaces® by Best Practice Institute. We have also been recognized as one of America’s Most Loved Workplaces® for five consecutive years and a Built In Best Place to Work for six years, reflecting our continued commitment to supporting employees’ total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN – because being YOU thrives here.

Requirements

3–5 years experience with Zendesk administration, automation, or platform enablement (or equivalent service tech platform experience).
Hands-on experience with Zendesk Advanced AI Agents and/or Zendesk Copilot features and functionality.
Experience identifying and implementing AI use cases for ticket deflection and automated resolution.
Working knowledge of integrating Zendesk AI/automation with other systems using APIs (or strong understanding of the end-to-end integration process).
Strong stakeholder communication skills (Support, Product/Eng, IT, Security).

Nice To Haves

Experience with Zendesk AI rollout constraints/requirements (themes, channel limitations, deployment considerations).
Familiarity with governance and security review practices for AI-enabled workflows.
Experience improving Zendesk deployment/change management maturity (sandbox → stage → prod).

Responsibilities

Own delivery of Zendesk Advanced AI Agents / Zendesk Copilot initiatives from use case → build → test → rollout
Identify ticket deflection and automated resolution opportunities (L0/L1 style request types) and build a repeatable backlog of AI agents over time.
Configure and optimize AI experiences across channels (e.g., portal/chat/messaging) with a focus on measurable reduction in inbound volume and faster resolution
Enable “agentic” workflows that can interact with external systems (via API calls) to complete steps beyond knowledge-only answers.
Partner with Security / IT on governance: data flow documentation, access controls, risk review, and secure deployment patterns
Collaborate with Support Ops on intake and prioritization using existing AI intake / workflow patterns and documentation
Track and report AI impact (deflection rate, automated resolutions, accuracy/quality signals) and continuously tune agent performance.