Senior Zendesk Engineer
WillowTree10 months ago
Responsibilities
- 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
Solutions Engineering
About WillowTree
WillowTree is a digital product consultancy that designs and builds mobile apps, websites, and omnichannel experiences for large enterprises and consumer brands. Its services include custom app development, web development, marketing automation, and data/AI integrations, delivered as fee-for-service consulting. Headquartered in Charlottesville, VA, WillowTree is part of TELUS Digital and has worked with clients such as T-Mobile and Marriott.