Senior Zendesk Engineer
WillowTreeResponsibilities
- Configure and deploy Zendesk solutions from technical design documents, including interaction flows, omni-channel routing, and granular security settings.
- Build and maintain Zendesk integrations with external systems using REST APIs, webhooks, and middleware.
- Develop custom private apps and UI modifications using the Zendesk Apps Framework.
- Implement workflows with triggers, automations, and Liquid Markup.
- Conduct unit testing and support system integration testing and user acceptance testing.
- Create as-built documentation, API mapping documents, and runbooks, and provide technical walkthroughs during client handover.
- Provide post-deployment hyper-care, troubleshoot bugs, optimize performance, and make rapid configuration adjustments.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
- At least 2 years of experience in contact center implementation, specifically configuring and deploying CCaaS platforms.
- Hands-on experience configuring the Zendesk Suite.
- Ability to debug technical issues, read API logs, and troubleshoot trigger and automation conflicts.
- Proficiency in HTML, CSS, JavaScript, JSON, and XML.
- Zendesk Professional Certification(s) are preferred.
- Experience with Zendesk Gather and migrations from Salesforce Service Cloud, Five9, or Genesys is preferred.
- Experience with AWS services and Amazon Connect implementations is preferred.
- Hands-on experience with other CCaaS solutions is preferred.
Tech Stack
Categories
About WillowTree
WillowTree has rebranded to TELUS Digital! TELUS Digital partners with the world’s most customer-centric brands to help them orchestrate winning experiences across the customer journey. Experiences that are personalized, on-brand, and consistent across channels and platforms. Experiences that can both drive customer delight and reduce operating costs. Our lean, global teams minimize the time from idea to outcome, with a relentless emphasis on ROI. We design and build mobile apps and websites, launch personalized and automated marketing campaigns, and do it all with the latest in Generative AI and machine learning. Our client roster spans verticals and company sizes - from the Fortune 500 of today, to the Fortune 500 of tomorrow. Select clients include T-Mobile, Marriott, Allianz, Dexcom, PepsiCo, FOX Sports, Synchrony Financial, Domino’s, and Manulife.