Senior Zendesk Engineer

Senior Zendesk Engineer

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Welcome to TELUS Digital where innovation drives impact at a global scale. As an award‑winning digital product consultancy and the digital division of TELUS, we design and deliver transformative customer experiences through cutting‑edge technology, agile thinking, and a people‑first culture.

The Zendesk Application Engineer is the 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 actual configuration, scripting, and deployment of the Zendesk Suite and Zendesk Contact Center powered by AWS.

• Execute the end‑to‑end configuration of solutions based on technical design documents, building complex interaction flows, configuring omni‑channel routing, and implementing granular security settings.
• Build and maintain integrations between Zendesk and external systems using REST APIs, Webhooks, and middleware, developing 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, ensuring routing logic handles edge cases effectively.
• Conduct rigorous unit testing of all configurations and partner with the Quality Engineer to execute System Integration Testing (SIT) and support User Acceptance Testing (UAT), troubleshooting API failures or routing logic errors.
• Create detailed “as‑built” documentation, API mapping documents, and runbooks, assisting in the handover process to the client’s operations team.
• Provide hyper‑care support immediately following go‑live, troubleshooting bugs, optimizing system performance, and assisting with rapid configuration adjustments.

• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience; 2+ years of experience in contact center implementation with a focus on configuring and deploying CCaaS platforms.
• Proven hands‑on track record of 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).
• Experience with Zendesk Gather (Community Forums) and connecting it to the core support experience.
• Experience leading migration projects from legacy platforms (e.g., 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 is a strong asset.

• Healthcare benefits – Medical, Vision, Dental (including an option for 100% coverage of individual employee medical premiums).
• Life & Disability Insurance.
• 401K matching.
• Flexible paid time off & paid company holidays.
• Parental Leave.
• Employee Assistance Program (EAP).
• And more!
• Individual compensation is based on various factors unique to each candidate, including skill set, experience, qualifications, and other job‑related reasons determined during the interview process. Role ranges are periodically reviewed and updated based on market changes, internal needs, and industry trends. To drive ongoing pay equity for team members, TELUS Digital conducts regular compensation audits.

USA Pay Range $115,564 – $156,352 USD

• Seniority level – Mid‑Senior level
• Employment type
  
  – Full‑time
• Job function – Engineering and Information Technology
• Industries – IT Services and IT Consulting

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. We will only use the information you provide to process your application and to produce tracking statistics.

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