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.

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

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Applicant Tracking System Keywords

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Hard Skills & Tools

Zendesk SuiteREST APIsWebhooksZendesk Apps Framework (ZAF)TriggersAutomationsLiquid MarkupHTMLCSSJavaScript

Soft Skills

debuggingtroubleshootingproblem-solvingcommunicationdocumentation

Certifications

Zendesk Certified Support AdministratorZendesk Certified Developer