Senior Zendesk Engineer

We are TELUS Digital, an award‑winning digital product consultancy and the digital division of TELUS, the leading telecommunications provider in Canada. We design and deliver transformative customer experiences using cutting‑edge technology, agile thinking, and a people‑first culture.

The Zendesk Application Engineer role is the hands‑on technical builder for complex Zendesk implementations, focusing on Amazon Connect / AWS. Working closely with Solution Architects and Technical Leads, you will configure, script, and deploy the Zendesk Suite and Zendesk Contact Center powered by AWS.

• System Configuration & Deployment:
  Execute end‑to‑end configuration based on Technical Design Documents, build complex interaction flows, configure omni‑channel routing, and implement 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).
• Workflow Logic Implementation:
  Translate business requirements into complex logical workflows using Triggers, Automations, and Liquid Markup.
• Testing & Validation:
  Conduct rigorous unit testing, partner with Quality Engineers for System Integration Testing (SIT) and User Acceptance Testing (UAT), and troubleshoot API or routing logic errors.
• Documentation & Knowledge Transfer:
  Create detailed as‑built documentation, API mapping documents, and runbooks; provide technical walkthroughs for handover to client operations.
• Post‑Deployment Support:
  Provide hyper‑care support after go‑live, troubleshoot bugs, optimize performance, and make rapid configuration adjustments.

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
• 2+ years of contact‑center implementation experience, with a focus on CCaaS platforms.
• Proven hands‑on experience configuring the Zendesk Suite.
• Strong debugging skills for complex technical issues, API logs, and trigger/automation conflicts.
• Proficiency in HTML, CSS, JavaScript, JSON, and XML for custom app development and widget customization.

• Zendesk Professional Certification(s) such as Zendesk Certified Support Administrator or Zendesk Certified Developer.
• Experience with Zendesk Gather and linking it to the core support experience.
• Experience leading migration projects from legacy platforms (Salesforce Service Cloud, Five9, Genesys) to the Zendesk Suite.
• Experience with AWS services (Lambda, Lex, Polly, S3, Kinesis, Dynamo
  
  DB, etc.) and Amazon Connect implementations.
• Hands‑on experience with other CCaaS solutions.

At TELUS Digital we are proud to be an equal‑opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity.

• Health care benefits – medical, vision, and dental (with option for 100 % coverage of individual employee medical premiums).
• Life & disability insurance.
• 401(k) matching.
• Flexible paid time off and paid company holidays.
• Parental leave.
• Employee Assistance Program (EAP).
• And more!

USA Pay Range: $115,564 – $156,352 USD.

Mid‑Senior Level

Full‑time

and Information Technology

IT Services and IT Consulting