1. Key Qualifications & Technical Skills

Non-Negotiables (Baseline Required to Start)

• Zendesk Support Product Literacy: Must have completed Zendesk Support training and possess a solid working knowledge of core platform functionality: Triggers, Automations, Views, Macros, Ticket Statuses, Custom Fields, and SLAs. Understands how ticket lifecycle and event logic flow through the Admin Center.
• Web Fundamentals (HTML & CSS): Writes clean markup, styles elements, and understands the box model. Needed for Zendesk Apps Framework (ZAF) app UIs, Web Widget customisations, and Help Center (Guide) theme edits.
• JavaScript Fundamentals: Understands variables, functions, objects, arrays, conditionals, and loops. Can read a basic script, debug simple syntax errors, and explain what the code does.
• JSON & REST API Literacy: Reads and writes valid JSON, understands nested objects/arrays, and knows how APIs work (GET vs. POST, headers, request bodies, status codes). Has tested at least one API endpoint using Postman or a browser console.
• Strong Written English: Critical for writing clean generative persona prompts, formatting KB articles, and writing structured bug reports and documentation.
• Basic Google Workspace Proficiency: Comfortable at a basic level with organising, filtering, and structuring data in Sheets (basic formulas, filters) and Docs.

Bonus (Accelerates Ramp-Up)

• Zendesk Apps Framework (ZAF) Concepts: Familiarity with how ZAF uses standard HTML/CSS/JavaScript inside iFrames to build custom sidebar apps in the Agent Workspace using the ZAF Client API (client.get(), client.set()).
• JSONata Basics: Understands JSONata as a query language for JSON. Can write simple expressions (e.g., $.customer.name or basic array filtering) to extract payload data in AI Agent webhook steps.
• Generative AI & RAG Awareness: Conceptual understanding of Large Language Models (LLMs), why prompt formatting matters, and how Retrieval-Augmented Generation (RAG) works to answer user queries using KB articles.
• Workflow Automation: Understanding of If/Then data routing in tools like Zendesk Integration Builder, Make, Zapier, or n8n.

2. Core Attributes & Soft Skills (The "DNA")

• Reads Before Asking: The Zendesk Developer Portal and internal documentation are exceptional. Instinctively Googles, reads docs, and attempts a fix before escalating.
• Attention to Detail: A missing bracket in JSON/JSONata, a wrong variable in a webhook, or a typo in a prompt silently breaks a bot. High precision is mandatory.
• Analytical Decomposition: Instinctively breaks big problems into small ones. When a bot misbehaves, systematically checks: Is it the webhook, the JSONata parsing, the KB content, or the flow logic?
• Genuinely Curious About AI: Plays with AI tools, follows industry updates, and asks "Why did the model generate that specific response?" rather than treating AI as a black box.
• Structured Communicator: Writes bug reports and technical handovers in a clear pattern: Context → What happened → Expected behavior → Steps to reproduce.
• Patient with Repetitive Testing: Bot QA requires executing the same flow repeatedly with slight variations. Willing to test thoroughly without cutting corners.
• Comfortable in Ambiguity: Asks clarifying questions to define vague requirements rather than freezing or guessing.
• Ownership & Empathy: Closes open loops without being chased and always evaluates solutions from the end user's perspective.

3. Core Responsibilities

What the intern will be trained to own independently after 4–8 weeks of onboarding:
 

AI Agent & RAG Optimization

• Knowledge Base Structuring: Format, tag, and structure Help Center articles to optimize them for Zendesk AI Generative Replies and RAG.
• Flow Building: Construct and edit action-oriented flows in the AI Agent Dialogue Builder using quick replies, variable capture, and conditional branching.
• Knowledge Gap Analysis: Review conversation logs and failed resolutions to identify missing articles and draft content to fill those gaps.

Technical Development & Customizations

• API & Webhook Wiring: Test API endpoints in Postman and configure webhooks inside AI Agent flows to pass and receive data.
• Data Extraction: Write basic JSONata queries to pull dynamic values out of webhook JSON responses.
• ZAF & Interface Customization: Build and maintain simple Zendesk Apps Framework (ZAF) apps using HTML, CSS, and JavaScript, and apply styling/template tweaks to the Help Center.

QA, Testing & Health Checks

• End-to-End Bot QA: Test generative replies and flow actions across Web Widget, WhatsApp, and Email channels using varied user inputs.
• Defect Logging: Record bugs with clear steps to reproduce, expected results, and actual API/payload logs.
• Health Checks: Assist senior developers during pre-go-live and post-go-live bot health audits.

ASSESSMENT TRAINING:

(TBD)

ASSESSMENT:

(TBD)

2 Day Workshop Itinerary:

(TBD)