• Lead structured discovery sessions with executive stakeholders and technical SMEs. • Translate ambiguous client inputs into clear, actionable findings. • Identify, define, and document AI use cases across business functions. • Own the end‑to‑end architecture and design of complex AI solutions. • Design and help establish AI Centers of Excellence for clients. • Contribute to the development of repeatable consulting offers and delivery frameworks.

• Develop, build and implement the vertical growth strategy • Team Leadership & organizational alignment across global cross matrixed vertical team; Serving as primary thought leader and senior stakeholder across GEOs, Business Units, Channel, Marketing, and ISV/solution partners for your vertical • Define, create and communicate the AI vertical strategy and GTM direction — the “what to sell and how to sell” for your vertical • Own vertical P&L narrative, pipeline and bookings performance against vertical targets • Create a strong vertical pipeline through solution-led motions including programs and sales resources. (use-case plays, co-sell with partners, executive value stories) rather than product-led selling • Build and develop lighthouse customer relationships that serve as references and demand generators, value proof points, and reusable assets that make solutions easier to sell, deliver, and scale • Lead executive-level customer and partner engagements, including competitive escalations and C-suite conversations • Influence investment decisions and resource allocation across a matrixed organization without direct authority • Translate AI market trends, customer signals, and competitive dynamics into actionable GTM plays • Lead vertical QBRs and drive pipeline health reviews across the global team • Coach and guide both the matrixed vertical team and “Peaked” GEO sellers assigned to your vertical • Collaborate with Alliance and Channel teams to maximize ISV and partner co-sell value within the vertical • Travel at >30% of time with focus on customer facing engagements

Role Description 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. - 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. - 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. - 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. - 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. - 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. Qualifications - 2+ years experience of working as an Administrator of Zendesk. - Experience with integrations, connector apps and APIs. - A strong understanding of AI tools used in Technical Support teams (including Zendesk AI, automated chatbots, or conversational routing). - Proficiency with troubleshooting technical issues of various levels. - A strong understanding of both formal and informal change management processes. - Effective data analytics skills, with a background in using Zendesk Explore and Excel/Google Sheets. - Experience developing and implementing projects, from proof of concept to large scale deployment. - Strong organisational and analytical skills. - Excellent written and verbal communication skills including experience of reporting out across different levels of stakeholders ranging from individual contributors to executive level, with varying levels of technical knowledge. - Excellent interpersonal skills with an ability to form effective working relationships with both internal and external partners. - Passion for excellent customer and user experience. - Ability to work in a fast-paced environment, managing multiple priorities & projects. - Ability to work independently and perform under pressure. Requirements - Experience working within a multi product support organization. - Experience working as an Administrator of a multi-brand instance of Zendesk. - A working knowledge of Salesforce and Jira. - Hands-on configuration experience with AWS Connect (Contact Flows, routing, or AWS Lex integrations). Benefits - Remote First Culture - Health Care Coverage* - Education Reimbursement* - Competitive Paid Time Off - Self-Care Days - National Holidays* - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time* - Charitable contribution match* - Monthly Wellness or Home Office Reimbursement/* - Access to Modern Health (mental health platform) - Parental Leave* - Retirement Plan with match/contribution*

Join a dynamic team at the pulse of global markets, where we deliver innovative software and service solutions for essential financial reporting and capital markets transactions. At DFIN, we are a values-driven organization that empowers you to build a fulfilling career while bringing your authentic self to work every day. Our "Win as One" mentality ensures that our team's success is directly linked to Client, Shareholder and Employee Satisfaction. In 2026, DFIN was named #1 on the 2026 Top 100 Global Most Loved Workplaces® by Best Practice Institute. We have also been recognized as one of America's Most Loved Workplaces® for five consecutive years and a Built In Best Place to Work for six years, reflecting our continued commitment to supporting employees' total well-being. Enjoy competitive compensation, a flexible workplace, comprehensive benefits, and opportunities for professional growth. Bring your passion and talents to DFIN - because being YOU thrives here. Summary: We're hiring a Zendesk AI specialist to design and deploy Zendesk Advanced AI Agents and Zendesk Copilot capabilities that deflect incoming support tickets and enable automated resolutions end-to-end. You'll identify high-impact use cases, implement agentic workflows, and partner with internal stakeholders (including Security) to scale AI automation safely and measurably. Responsibilities: • Own delivery of Zendesk Advanced AI Agents / Zendesk Copilot initiatives from use case → build → test → rollout • Identify ticket deflection and automated resolution opportunities (L0/L1 style request types) and build a repeatable backlog of AI agents over time. • Configure and optimize AI experiences across channels (e.g., portal/chat/messaging) with a focus on measurable reduction in inbound volume and faster resolution • Enable "agentic" workflows that can interact with external systems (via API calls) to complete steps beyond knowledge-only answers. • Partner with Security / IT on governance: data flow documentation, access controls, risk review, and secure deployment patterns • Collaborate with Support Ops on intake and prioritization using existing AI intake / workflow patterns and documentation • Track and report AI impact (deflection rate, automated resolutions, accuracy/quality signals) and continuously tune agent performance. Qualifications: Required Qualifications • 3-5 years experience with Zendesk administration, automation, or platform enablement (or equivalent service tech platform experience). • Hands-on experience with Zendesk Advanced AI Agents and/or Zendesk Copilot features and functionality. • Experience identifying and implementing AI use cases for ticket deflection and automated resolution. • Working knowledge of integrating Zendesk AI/automation with other systems using APIs (or strong understanding of the end-to-end integration process). • Strong stakeholder communication skills (Support, Product/Eng, IT, Security). --- Preferred Qualifications • Experience with Zendesk AI rollout constraints/requirements (themes, channel limitations, deployment considerations). • Familiarity with governance and security review practices for AI-enabled workflows. • Experience improving Zendesk deployment/change management maturity (sandbox → stage → prod). It is the policy of Donnelley Financial Solutions to select, place, and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran status, actual or perceived sexual orientation, genetic information or any other protected status. If you are a qualified individual w ith a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access jobs.dfinsolutions.com as a result of your disability. You can request a reasonable accommodation by sending an email to talentacquisition@dfinsolutions.com . At DFIN, protecting your identity is a top priority. Please be aware of scammers impersonating DFIN recruiters. DFIN recruiters will never request personal information via email or text. You will only receive a text from us if you've already been in contact. All automated messages will come from talentacquisition@dfinsolutions.com . If you ever have doubts about the legitimacy of any communication from us, please do not hesitate to reach out for verification via talentacquisition@dfinsolutions.com (this email is for general TA questions and is not used for updates on your application status). #BI-Remote