Automation Engineer

StellarTech, a fast-growing international product IT company, is seeking an experienced Automation Engineer to join our ITS Service Unit for Customer Care Department needs.

In this role, you will be responsible for developing efficiencies and optimizing workflows within our Zendesk platform and support integrations with internal platforms, creating innovative solutions to enhance the customer and provider experience.

You'll work cross-functionally, ensuring Customer Care tools and technologies support the needs of our rapidly evolving organization. This is an exciting opportunity to make a direct impact by enabling our teams to operate more effectively and provide exceptional support to our users. 

What You’ll Do

 - Zendesk Administration and Development.

 - Developing AI-powered automation pipelines.

 - Creating A/B test scenarios in automation.

 - Design, implement, and maintain optimized workflows and processes within Zendesk to improve operational efficiency.

 - Develop and configure custom solutions in Zendesk, including automation, triggers, macros, and custom apps.

 - Work with Zendesk integrations to streamline communication processes and provide enhanced support experiences.

 - Eleborate with Zendesk Support team and efficient support issues resolutions

Stakeholder Collaboration & Cross-Functional Support

 - Collaborate closely with stakeholders across Operations, Product, Engineering and Analytics teams to understand business needs, gather requirements, and prioritize requests for tooling enhancements.

 - Act as a subject matter expert on Zendesk capabilities, providing guidance and best practices to stakeholders.

 Innovative Problem Solving

 - Use data-driven insights to identify opportunities for process improvements and automation within Zendesk.

 - Continuously explore and propose innovative solutions to complex operational challenges, enhancing team productivity and customer satisfaction.

 Project Prioritization & Management

 - Manage and prioritize multiple requests for tool updates, enhancements, and fixes, balancing day-to-day needs with longer-term strategic improvements.

 - Maintain clear communication with stakeholders, setting expectations on project timelines and managing the development lifecycle.

Documentation & Training

 - Create and maintain documentation on processes, workflows, and configurations within Zendesk.

 - Provide training and support to the Ops team on new tools and workflows, ensuring smooth adoption of updates and enhancements.

What We’re Looking For
 

 - 3+ years of experience working with Zendesk, including custom configuration, workflow optimization, and automation.

 - Experience with Zendesk chat-bots or other similar software is a must.

 - Strong experience in automation pipeline creation.

 - Strong proficiency in Zendesk configuration, including creating triggers, automations, and custom workflows. Familiarity with APIs and integrations with other platforms.

 - Python programming skills will be a plus

Nice to have:
 

 - Experience in AI tooling implementation for Customer Support processes

 - Proven track record in translating business needs into scalable and impactful programs and solutions

Why You'll Love Working With Us
 

- Impactful Work: Your contributions will directly shape the future of our company.

- Innovative Environment: We're all about trying new things and pushing the envelope in EdTech.

- Freedom: flexible role based either remotely or hybrid from one of our offices in Cyprus, Poland.

- Health: we offer Health Insurance package for hybrid mode (Cyprus, Poland) and health corner in the Cyprus office.

- AI solutions: GPT Chat bot/ Chat GPT subscription and other tools.

- Wealth: we offer a competitive salary.

Balance: flexible paid time off, you get 21 days of annual leave + 10 bank holidays.

- Collaborative Culture:  Work alongside passionate professionals who are as driven as you are.

We’re waiting for your CV