Systems & AI Automation Specialist

Working as a member of the Support Operations Team, this role will provide day-to-day support, maintenance, and implementation of new features across multiple channels and brands in our Zendesk and AWS Connect instances. You will play a pivotal role in the ongoing success of our Support Teams and the wider Customer Experience function through the implementation and ownership of customer-focused processes, systems management, and reporting. 

A core focus of this position will be driving our generative AI and automation roadmap, ensuring our AI tools, automated routing, and conversational bots are optimized for efficiency and accuracy. Promoting consistency and the adoption of best practices, you will work closely with key stakeholders across Systems, Engineering, and Go-to-Market teams to develop and refine workflows, manage changes smoothly, and keep customers informed of system health via Statuspage and degradation reporting.

Responsibilities: 

Maintenance and optimisation of Customer Experience (CX) platforms

• Review Triggers, Automations, Views, Macros, and contact flows, ensuring that these are up to date and retired as needed.
• Build workflows—including automated routing logic and AI bot configurations—and capture relevant analytics to drive process improvement, measure performance, and enhance the end-user experience. 
• Provide technical support for Turnitin's internal Customer Experience (CX) platforms end users when they encounter system requests or service issues. 

System Support, Operations Team and Third Party Vendors

• Partner with the internal Turnitin Systems Team, Zendesk support, and AWS support vendors to resolve advanced service issues and platform needs that cannot be handled in-house. 
• Provide operations support, upgrades, and configurations across all Zendesk and AWS Connect support channels to effectively manage new feature requests and platform maintenance. 

Artificial Intelligence (AI) and Automation Management 

• Configure, train, test, and maintain Generative AI solutions that provide accurate responses to customer inquiries, utilizing knowledge sources, conversation analytics, and user feedback to continuously improve AI performance, answer quality and adoption. 
• Lead the development, implementation, and continuous optimization of AI powered customer support experiences, leveraging automation, conversational AI, and self-service technologies to reduce incoming customer tickets, increase self-service and improve the overall customer experience. 
• Monitor AI performance metrics, identify opportunities for improvement, and collaborate with Support, Quality & knowledge, and our Operational teams to enhance AI effectiveness, expand automation use cases, and improve the overall customer experience. 

Management of Turnitin’s Customer Experience (CX) platforms

• Audit user permissions on a monthly basis, ensuring that we are tracking against forecast on our flexible licensing model, and users who are not actively utilising their accounts are downgraded.
• Review access requests for both agents and members of other teams across the business, ensuring that the correct roles and access are provided, without incurring unnecessary costs.
• Knowledge of platforms like Zendesk, AWS and JIRA, to support the customer experience. Additionally, understanding of integrated voice response systems.
• Collaborate with leadership and peers to develop and maintain platform policies and processes, ensuring that Standard Operating Procedures (SOPs) for systems and AI usage are produced and maintained at a regular cadence.

Reporting

• Design, deliver and maintain technical monitoring reports and dashboards, across multiple systems, to ensure that our Support Teams and the wider Customer Experience organisation have the visibility to serve our customers in an informed and proactive manner.
• Contribute to the P0 process and subsequent postmortem and degradation report activity, ensuring that customer impact analysis is available.
• Assist in supporting and updating public-facing system monitoring tools (Statuspage) from a Customer Experience perspective, always operating with a customer-centric mentality.
• Utilize reporting and ticket deflection metrics to provide monthly staffing forecasting and oversight of work force management metrics.