AI Customer Engagement Platforms Expert

Join the best bank to work for in Bulgaria*

Who we are:
Do you want to join a well-established bank with a start-up culture? No, we’re not joking!

We, at tbi, have been one the most profitable banks for years and we are growing at a fast pace. We’re a bank with a long history of success that operates as a start-up and we’re always on the lookout for new opportunities to grow our business. How do we do that?

It's all about our people. Our team is made up of brave, passionate and caring people who don’t just want to follow the same path – we want to transform into mobile-first, state-of-the-art lifestyle ecosystem. Our colleagues love working here – 70% of them would recommend tbi as an employer to their friends and family. Our people are engaged in challenging and meaningful work, inspired to grow their potential and career, encouraged to learn and empowered to take decisions. That’s not corporate babble, it’s what our people say.

Do you want to play a key role in our unique success story?

If so, we're looking for an AI Customer Engagement Platforms Expert to join our team on the journey to success!

What You’ll do:

• Own the administration, configuration, and continuous improvement of Zendesk as our primary customer engagement platform – across Support, Knowledge, Analytics, Quality assurance, and AI agents modules - including workflows, automations, multi-channel support, and system integrations

• Act as the main technical point of contact for Zendesk across Bulgaria, Romania, and Greece, collaborating closely with Operations, Customer Experience, Technology teams, and external vendors

• Support and train end-users and stakeholders across all operating markets on Zendesk functionality and best practices, developing materials that drive adoption and consistent platform usage

• Design and optimize AI-powered customer interactions by performing prompt engineering, managing prompt libraries, and creating conversation flows for voice and chat agents across sales, collections, and customer service

• Configure and enhance AI voice platforms (Parloa and VCC Live), supporting automation, customer journeys, and seamless handover between AI and human agents

• Build reports and dashboards, analyze customer service performance, and identify opportunities to improve operational efficiency and customer experience

• Lead multi-language platform rollouts and quality assurance initiatives while ensuring consistency across all markets

• Maintain technical documentation, integrations, and platform governance, ensuring compliance with internal standards and regulatory requirements

What you’ll need to succeed:

• University degree in IT, Computer Science, Engineering, or another relevant field

• 5+ years of professional experience in Zendesk administration, customer engagement platforms, contact center technologies or a similar role

• Hands-on experience configuring and administering Zendesk Support, Knowledge, Analytics, Quality Assurance, and AI agents

• Experience working with APIs, webhooks, system integrations, and third-party platforms

• Experience with AI-powered customer service solutions, chatbot platforms, voice agents, prompt engineering, or conversational AI tools is considered an advantage

• Strong understanding of customer service operations, contact center environments, and customer journey optimization

• Experience creating reports, dashboards, and analyzing operational data to drive business improvements

• Excellent computer literacy and ability to quickly learn and adapt to new technologies

• Zendesk Support Administrator certification is considered an advantage

• Hands-on experience working with Jira (or similar project/task management tools) for tracking requirements, development work, and platform roadmap

• Fluent English – written and spoken

• Strong analytical and problem-solving skills, with attention to detail and a continuous improvement mindset

• Excellent communication and stakeholder management skills, with the ability to work effectively with both technical and non-technical audiences

• Strong team player with a customer-centric approach and a passion for delivering exceptional user experiences

• Comfortable working in a hybrid environment and collaborating with cross-functional and international teams

  
  

What we offer:

• Take your career to the next level with real growth opportunities

• Work on exciting, meaningful projects that make an impact

• Be seen and appreciated for who you are and what you do

• Join a vibrant, international team of 23 nationalities who’ve got your back

• Stay covered with additional private health insurance

• Receive monthly food vouchers as part of your benefits package

• Enjoy exclusive perks & discounts – from Multisport cards to top retailers

• Benefit from special rates on our banking products

• Work in the heart of Sofia – steps away from NDK and South Park

• Bring your furry friend to work – because every office is better with paws

Visit our Career Page to learn more about what makes us different.

If this sounds like something you’d be interested in, we'd love to hear from you!

To apply for this position, please send us your CV in English.

We'd love to get back to everyone, but due to the number of applications we receive, we can only contact the shortlisted candidates.

*We are ranked the top bank and top 3 employer to work for in Bulgaria according tо WhereWeWork 2025 employer ranks.

All applications are treated with utmost confidentiality.

By submitting your job application to tbi bank, you confirm that you have read the document named “Information related to personal data processing for job applicants” publicly available on tbi Career page.