AI Customer Engagement Platforms Expert

Join the best bank to work for in Bulgaria* Who we are: Do you want to join a well-established bank with a start-up culture? No, we’re not joking! We, at tbi , have been one the most profitable banks for years and we are growing at a fast pace. We’re a bank with a long history of success that operates as a start-up and we’re always on the lookout for new opportunities to grow our business. How do we do that? It's all about our people . Our team is made up of brave, passionate and caring people who don’t just want to follow the same path – we want to transform into mobile-first, state-of-the-art lifestyle ecosystem. Our colleagues love working here – 70% of them would recommend tbi as an employer to their friends and family. Our people are engaged in challenging and meaningful work, inspired to grow their potential and career, encouraged to learn and empowered to take decisions. That’s not corporate babble, it’s what our people say. Do you want to play a key role in our unique success story? If so, we're looking for an AI Customer Engagement Platforms Expert to join our team on the journey to success! What You’ll do: Own the administration, configuration, and continuous improvement of Zendesk as our primary customer engagement platform – across Support, Knowledge, Analytics, Quality assurance, and AI agents modules - including workflows, automations, multi-channel support, and system integrations Act as the main technical point of contact for Zendesk across Bulgaria, Romania, and Greece, collaborating closely with Operations, Customer Experience, Technology teams, and external vendors Support and train end-users and stakeholders across all operating markets on Zendesk functionality and best practices, developing materials that drive adoption and consistent platform usage Design and optimize AI-powered customer interactions by performing prompt engineering, managing prompt libraries, and creating conversation flows for voice and chat agents across sales, collections, and customer service Configure and enhance AI voice platforms (Parloa and VCC Live), supporting automation, customer journeys, and seamless handover between AI and human agents Build reports and dashboards, analyze customer service performance, and identify opportunities to improve operational efficiency and customer experience Lead multi-language platform rollouts and quality assurance initiatives while ensuring consistency across all markets Maintain technical documentation, integrations, and platform governance, ensuring compliance with internal standards and regulatory requirements