About the job
Role Overview
As a Technical Analyst Engineer at Zealgroup, you will play a pivotal role within the Client Experience department, directly reporting to the AI Lead. Your primary responsibility will be to integrate technical infrastructure with business intelligence, by developing and maintaining the department's automation stack utilizing Zendesk and Python. Additionally, your expertise in AI and LLMs will be essential in enhancing our support capabilities. You will act as the data anchor for the team by conducting in-depth financial reconciliations and creating automated dashboards that support data-driven decision-making.
Key Responsibilities
- Automation & AI Integration
- Zendesk & SaaS Optimization: Design and sustain Zendesk triggers, automations, and intricate workflows.
- Python-Led Automation: Create and implement Python scripts to streamline repetitive tasks.
- AI Feature Deployment: Configure and optimize advanced AI functionalities within our SaaS platform, focusing on knowledge base training and basic RAG (Retrieval-Augmented Generation) logic.
- Data Tools & Reporting
- Advanced Data Analysis: Proficiently utilize tools for thorough data cleaning, financial reconciliation, and advanced analysis (expertise in formulas and Power Query is required).
- BI Dashboarding: Develop and oversee automated reporting systems to monitor KPIs and operational health.
- Management Reporting: Generate regular analysis and operational reports, translating raw data into actionable insights for Finance and Management.
- Process Improvement & Collaboration
- Workflow Refinement: Assist in optimizing processes, rules, and standard operating procedures to enhance efficiency, transparency, and internal controls.
- Cross-functional Alignment: Collaborate closely with Payments, Finance, IT, and Product teams to implement system improvements and manage security-related tasks.

