Senior Zendesk Engineer

Senior Zendesk Engineer

Company: TELUS Digital

Location: Charlottesville, VA

Salary: $88,000.00 - $

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Engineering and Information Technology

Industries: IT Services and IT Consulting

Welcome to TELUS Digital where innovation drives impact at a global scale.

The Senior Zendesk Engineer is a hands‑on technical builder for complex Zendesk implementations with a focus on Amazon Connect / AWS. Working closely with Solution Architects and Technical Leads, you will be responsible for the configuration, scripting and deployment of the Zendesk Suite and Zendesk Contact Center powered by AWS.

• System Configuration & Deployment:
  Execute end‑to‑end configuration based on Technical Design Documents, building interaction flows, configuring omni‑channel routing, and implementing 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 Zendesk Apps Framework.
• Workflow Logic Implementation:
  Translate business requirements into complex logical workflows using Triggers, Automations, and Liquid Markup.
• Testing & Validation:
  Conduct unit testing, partner with Quality Engineer for System Integration Testing (SIT) and User Acceptance Testing (UAT).
• Documentation & Knowledge Transfer:
  Create as‑built documentation, API mapping documents, runbooks and provide technical walkthroughs.
• Post‑Deployment Support:
  Provide hyper‑care support after go‑live, troubleshoot bugs, optimize performance, and adjust configurations.

• Education:
  
  Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience; 2+ years in contact center implementation.
• Technical Execution:
  Proven hands‑on time configuring the Zendesk Suite.
• Problem Solving:
  Debug complex technical issues, read API logs, troubleshoot logic conflicts.
• Development Literacy:
  Proficiency in HTML, CSS, JavaScript, JSON, XML for custom app development and widget customization.

• Zendesk Professional Certification(s) (e.g., Zendesk Certified Support Administrator, Zendesk Certified Developer).
• Experience with Zendesk Gather and connecting it to the core support experience.
• Experience leading migration projects from legacy platforms such as Salesforce Service Cloud, Five9, Genesys.
• Experience with AWS services (Lambda, Lex, Polly, S3, Kinesis, Dynamo
  
  DB) 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 are based on qualifications, merits, competence and performance without regard to characteristic related to diversity.