Found Description
About the Role
The Manager, Platform & Automation leads the Platform & Integrations and Automation & Workflow teams within the Digital Support & AI organization. This role ensures that the technical backbone of AI-powered support including system integrations, data pipelines, workflow automation, and infrastructure is reliable, scalable, and fit for purpose. You will manage a team of engineers and specialists, translating support and AI strategy into working platform solutions.
What You Will Do
- Lead, hire, and develop the Platform & Integrations and Automation & Workflow teams
- Own the systems architecture and integration strategy across Salesforce, Zendesk, AWS Connect, and other core platforms
- Oversee the design, build, and maintenance of workflow automation flows and case resolution paths
- Ensure data pipelines between knowledge, case management, and AI systems are reliable and well-governed
- Partner with K...
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