Zendesk Specialist

AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card workflows to read, understand, and make real-time decisions based on your unique spend profile, leading to faster processing times and fewer instances of fraud or wasteful spend. Global enterprises, including one-third of the Fortune 500, use AppZen’s invoice, expense, and card transaction solutions to replace manual finance processes and accelerate the speed and agility of their businesses. To learn more, visit us at www.appzen.com.

• We are seeking a CRM & AI Tools Consultant based in Pune to support the strategic revamp of our customer support systems, with a core focus on Zendesk and other AI-powered CRM platforms.
• This role will be instrumental in project managing key aspects of the transformation while ensuring stakeholder alignment, tool optimization, and seamless cross-functional collaboration.
• You will report directly to the Project Manager and partner closely to drive execution across workflows, integrations, automation strategies, and change enablement initiatives.
• This is a quarterly engagement to start, with the potential for extension depending on business needs and project progression.

• Zendesk AI Implementation & Optimization
• Tool Evaluation & Strategic Input
• Process Flow Design & Efficiency Gains
• Systems Integration & Cross-Functional Collaboration
• Enablement & Change Management
• Execution Support to Project Manager

• 5+ years in CRM operations, customer support systems, or consulting/project management
• Hands-on experience with Zendesk (AI, automation, workflows, reporting)
• Exposure to evaluating CRM/support platforms and presenting tool recommendations
• Knowledge of support ticket lifecycles and cross-departmental data flows
• Experience with Jira, Salesforce, Slack, Catalyst, and LMS integrations
• Excellent communication and stakeholder engagement skills
• Strong problem-solving, execution, and documentation abilities
• Experience in SaaS or AI-first environments preferred

• Lead transformation in a high-impact, AI-first company
• Gain exposure to enterprise-scale CRM modernization
• Collaborate with expert cross-functional teams and a focused Project Manager
• Be part of a strategic initiative with room for extension and evolution