• The Zendesk Technical Lead is the senior technical authority for complex Zendesk implementations, specializing in the Zendesk Suite with a focus on Zendesk Contact Center powered by AWS. • Responsible for leading the technical project delivery team, translating high-level business goals into robust, secure, and scalable technical designs leveraging the Zendesk platform and its associated APIs. • Collaborate with Solution Architects to define the end-to-end system design. Create blueprints for IVR/Voice workflows, omni-channel routing, ticket lifecycles, and key integration points. Finalize and own the Technical Design Document. • Validate and confirm the technical approach and architecture, ensuring alignment with best practices and client security requirements. Approve configuration changes, custom application deployments, and drive complex technical issues to resolution. • Provide strategic technical oversight, mentorship, and support to Application and Quality Engineers. Serve as the primary technical consultant to clients, leading discovery sessions, design workshops, and performing configuration reviews. • Coordinate with the Quality Engineer to ensure thorough testing of all agent, customer, and business experiences. Review and validate test cases, with focus on experiences. • Ensure clear and continuous communication between the technical delivery team, the Project Manager, and the Client. Proactively identify scope creep and potential technical blockers to prevent cost leakages and ensure the final solution is easily maintainable by the client’s operations team.

• Identify and develop scalable and performant solutions. • Work across discipline to shape product strategy and execution. • Develop the foundations of code architecture and quality. • Mentor and coach engineers. • Set and uphold the standard for engineering processes to support high-quality engineering.

• Review and evaluate all assigned project output • Ensure all work adheres to standards and best practices • Design and plan applications to meet project objectives • Analyze, design, develop, and test software solutions for company products and services • Mentor and train other developers • Ensure team produces high quality and performant solutions in line with industry best practices • Stay updated with technology landscape and best practices

• Designing and implementing the front-end components and user experience for MetaMask Debit Card interactions across MetaMask clients. • Developing robust and scalable backend services and APIs to manage card lifecycle, facilitate transaction processing, and integrate with financial partners. • Ensuring seamless and secure integration with Card Issuers, payment networks, and compliance systems. • Optimizing the performance and security of all Card features, handling real-time data feeds and high-volume transaction throughput.