Jesus
Zenteno
Technical Lead building AI agents, agentic workflows, and RAG systems that turn customer support into a competitive advantage.
About me
I'm a Support Operations professional with 7+ years at The Weather Company (an IBM Business), where I've grown from systems engineering into leading the technical transformation of our entire Customer Service department.
My work sits at the intersection of AI operations and customer success — I configure and optimize AI agents (Decagon), architect agentic n8n workflows with human-in-the-loop logic, build RAG systems, and apply prompt engineering to drive measurable outcomes.
I translate complex technical capabilities into business results, acting as the bridge between support agents, engineering teams, and AI vendors.
Experience
Technical Lead, Customer Service AI
The Weather Company, an IBM Business
- Primary internal stakeholder for AI vendors; led the technical transformation of the Customer Service department.
- Configured and optimized Decagon AI agent behaviors — triage logic, inbound categorization, and conversation flow design.
- Designed Human-in-the-Loop handoff workflows in n8n with context preservation and routing logic.
- Built API integrations connecting AI agents to external data sources (Sports APIs, celestial data, editorial templates).
- Architected an internal RAG system to serve as a scalable AI knowledge base.
- Launched an automated QA agent that increased review capacity by 200%+, eliminating manual workload equivalent to one FTE.
- Leveraged Claude Code to accelerate development of custom JavaScript nodes for n8n.
Customer Support Delivery Team Leader
The Weather Company, an IBM Business
- Managed daily operations for a global team of 11 support representatives.
- Monitored SLAs and KPIs — CSAT, resolution time, escalation patterns — to ensure AI rollouts didn't disrupt service quality.
- Served as Voice of the Customer for Product and Engineering, translating feedback into actionable intelligence.
- Acted as bridge between non-technical support agents and engineering teams.
Customer Support Specialist
The Weather Company, an IBM Business
- Authored complete functional specifications for a new Customer Support tool in an Agile environment.
- Analyzed user-reported issues to improve documentation and FAQ precision — foundational to tuning AI knowledge bases.
Associate System Engineer, TOC Agent
The Weather Company, an IBM Business
- Monitored 600+ internal and external production systems using Zabbix and Catchpoint.
- Built foundational knowledge of system reliability, SaaS infrastructure, and exception handling.
Projects
AI systems, agentic workflows, and web projects built in production.
Creative Content Automation System
Architected an agentic "Chat" system integrating n8n, Claude Code, and external APIs. Editors trigger research agents that fetch real-time Sports API and celestial data, then generate structured story pitches using company templates. Built with Human-in-the-Loop logic for editorial control.
Content Automation Agent Workflow
Screenshot coming soon
Automated QA Agent
Designed and launched an AI-powered quality assurance agent that reviews customer support interactions at scale. Increased QA review capacity by 200%+, eliminating manual workload equivalent to one full-time employee. Tracked through automation rate and resolution KPIs.
QA Automation Agent
Screenshot coming soon
Internal RAG Knowledge System
Architected a Retrieval-Augmented Generation (RAG) system to serve as an internal AI Brain for customer support. Ensures consistent, context-aware responses across support channels and proved the business case for expanded AI investment.
RAG System Architecture
Screenshot coming soon
Sanchez & Sons Construction Website
Built and deployed a full business website for a construction company using Next.js App Router + Tailwind CSS. Deployed on Vercel with custom domain configuration. Features service showcases, project gallery, and contact forms.
Business Website Next.js + Vercel
Screenshot coming soon
Decagon AI Agent Configuration
Configured and optimized Decagon AI agent behaviors for The Weather Company's customer support — including guidance rules, triage logic, inbound categorization, and conversation flow design. Improved response quality, tone consistency, and automation rates.
Decagon AI Agent Config
Screenshot coming soon
Agent-to-Agent Workflow (n8n + LangChain)
Built multi-agent orchestration workflows using n8n and LangChain. Agents hand off context between each other for research, synthesis, and content generation tasks — with human checkpoints at critical decision nodes.
Agent-to-Agent Orchestration
Screenshot coming soon
Skills
AI & Agents
Automation & Workflows
Web Development
Operations & Analytics
Infrastructure
Certifications
Let's work together
I'm open to roles in AI operations, support automation, and technical account management. Reach out — I'd love to connect.