Role Overview
The Technical Analyst engineer is the engine room of the Client Experience department, reporting directly to the AI Lead. You will bridge the gap between technical infrastructure and business intelligence by building and maintaining the department’s automation stack—using Zendesk and Python—while applying AI/LLM knowledge to enhance support capabilities. You will also serve as the team’s data anchor, performing deep-dive financial reconciliations and building automated dashboards to drive data-led decision-making.
Key Responsibilities
- Automation & AI Integration
- Zendesk & SaaS Optimization: Architect and maintain Zendesk triggers, automations, and complex workflows;
- Python-Led Automation: Develop and deploy Python scripts to automate repetitive manual tasks.
- AI Feature Deployment: Implement and tune advanced AI features within SaaS, managing knowledge base training and basic RAG (Retrieval-Augmented Generation) logic.
- Data Tools & Reporting
- Advanced Data Analysis: Use tools extensively for high-stakes data cleaning, financial reconciliation, and analysis (advanced formulas and Power Query required).
- BI Dashboarding: Build and maintain automated reports to track KPIs and operational health.
- Management Reporting: Prepare regular operations and analysis reports, translating raw data into insights for Finance and Management teams.
- Process Improvement & Collaboration
- Workflow Refinement: Support the optimization of processes, rules, and SOPs to improve efficiency, transparency, and internal control.
- Cross-functional Alignment: Work closely with Payment, Finance, IT, and Product teams to drive system improvements and handle security-related whitelisting or response tasks.
- Platform Expertise: Hands-on experience with Zendesk Administration (workflows, triggers, and app integrations).
- Advanced Data Skills: Expert-level Excel (Power Query, Pivot Tables, and complex financial reconciliation); experience with SQL and BI tools.
- Automation & Scripting (Preferrable): Proficiency in Python for business process automation and data extraction; experience with APIs and Webhooks.
- AI Literacy (Preferrable): A foundational understanding of LLMs and how to apply them within a customer experience or operational framework.
What we can offer you:
- Life Insurances
- Team Building
