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TELUS Digital · 1 day ago

Zendesk Technical Lead

Boston, MA

Full-time

Onsite

Senior Level

$131K/yr - $177K/yr

5+ years exp

TELUS Digital is an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers. They are seeking a Zendesk Technical Lead to serve as the senior technical authority for complex Zendesk implementations, focusing on leading the technical project delivery team and ensuring robust technical designs leveraging the Zendesk platform.

AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing

Responsibilities

Design & Architecture Governance: 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

Technical Decision Authority: 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

Team Leadership & Client Consultation: 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

Quality Assurance Support: 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

Project Delivery Alignment: 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

Qualification

Zendesk SuiteIntegration ExpertiseTechnical LeadershipAWS ServicesContact Center SolutionsData & ReportingConsultative SkillsZendesk CertificationMentorship

Required

Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience with 5+ years of experience in contact center solutions, with at least 4 years in a technical leadership or architect role for CCaaS deployments

Proven ability to design and build complex, scalable, and resilient omnichannel Customer Experience (CX) solutions leveraging the Zendesk Suite

Deep experience architecting and implementing seamless integrations between Zendesk and external systems (e.g., CRM, WFM, ERP). This often involves REST APIs, Webhooks, middleware, and potentially AWS or Azure services

Proficiency in contact center reporting, analytics, and ensuring data consistency across the platform, with a strong focus on using Zendesk Explore

Ability to lead technical discovery, provide solution demonstrations, mentor junior staff, and translate high-level business requirements into detailed technical specifications