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TELUS Digital · 1 day ago

Senior Zendesk Engineer

United States

Full-time

Remote

Mid, Senior Level

$116K/yr - $156K/yr

2+ years exp

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, focusing on transformative customer experiences. The Senior Zendesk Engineer will be responsible for complex Zendesk implementations, collaborating closely with Solution Architects and Technical Leads to configure, script, and deploy the Zendesk Suite and Contact Center powered by AWS.

AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing

Responsibilities

System Configuration & Deployment: Execute the end-to-end configuration of Solution, based on Technical Design Documents. This includes building complex interaction flows, configuring omni-channel routing, and implementing granular security settings

Integration & Development: 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) to enhance agent productivity

Workflow Logic Implementation: Translate business requirements into complex logical workflows using Triggers, Automations, and Liquid Markup. Ensure routing logic handles edge cases effectively

Testing & Validation: Conduct rigorous unit testing of all configurations. Partner with Quality Engineer to execute System Integration Testing (SIT) and support User Acceptance Testing (UAT), specifically troubleshooting API failures or routing logic errors

Documentation & Knowledge Transfer: Create detailed "as-built" documentation, API mapping documents, and runbooks. Assist in the handover process to the client’s operations team by providing technical walkthroughs of the implemented solution

Post-Deployment Support: Provide hyper-care support immediately following go-live, troubleshooting bugs, optimizing system performance, and assisting with rapid configuration adjustments

Qualification

Zendesk Suite ConfigurationAWS ServicesREST APIsWeb TechnologiesZendesk CertificationProblem SolvingDocumentation Skills

Required

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