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Senior Zendesk Engineer

EngineerEngineerOtherRemoteSeniorTeam 201-500H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

80 days ago

Salary

$115.6K - $156.4K / year

Seniority

Senior

Bachelor Degree2 yrs expEnglishAWSDynamoDBJavaScript

Job Description

Senior Zendesk Engineer

TELUS Technology

• Execute the end-to-end configuration of Solution, based on Technical Design Documents. • Build complex interaction flows, configure omni-channel routing, and implement granular security settings. • Build and maintain integrations between Zendesk and external systems using REST APIs, Webhooks, and middleware. • Develop custom private apps or UI modifications using the Zendesk Apps Framework (ZAF). • Translate business requirements into complex logical workflows using Triggers, Automations, and Liquid Markup. • Conduct rigorous unit testing of all configurations and support user acceptance testing (UAT). • Create detailed "as-built" documentation, API mapping documents, and runbooks. • Provide hyper-care support immediately following go-live, troubleshooting bugs and optimizing system performance.

Job Requirements

  • Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
  • 2+ years of experience in contact center implementation, with specific focus on configuring and deploying CCaaS platforms.
  • Proven track record of "hands-on" keyboard time configuring the Zendesk Suite.
  • Strong ability to debug complex technical issues, read API logs, and troubleshoot logic conflicts within triggers and automations.
  • Proficiency in web technologies (HTML, CSS, JavaScript) and data interchange formats (JSON, XML) required for custom app development and widget customization.
  • Zendesk Professional Certification(s) (e.g., Zendesk Certified Support Administrator, Zendesk Certified Developer) preferred.
  • Experience with Zendesk Gather (Community Forums) and connecting it to the core support experience preferred.
  • Experience leading migration projects from legacy platforms (e.g., Salesforce Service Cloud, Five9, Genesys) to the Zendesk Suite preferred.
  • Experience with AWS services (Lambda, Lex, Polly, S3, Kinesis, DynamoDB, etc.) and Amazon Connect implementations preferred.
  • Hands-on experience with other CCaaS solutions is a strong asset.

Benefits

  • Offers Bonus

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