Senior Zendesk Engineer

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, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.

With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.

From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences, all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

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. 

This role bridges the gap between design and reality, translating technical specifications into functioning, robust, and user-friendly customer experience solutions.

• System Configuration & Deployment: Execute the end-to-end configuration of Solution, based on Technical Design Documents. This includes building complex 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 the Zendesk Apps Framework (ZAF) to enhance agent productivity.
• Workflow Logic Implementation: Translate business requirements into complex logical workflows using Triggers, Automations, and Liquid Markup. Ensure routing logic handles edge cases effectively.
• Testing & Validation: Conduct rigorous unit testing of all configurations. Partner with Quality Engineer to execute System Integration Testing (SIT) and support User Acceptance Testing (UAT), specifically troubleshooting API failures or routing logic errors.
• Documentation & Knowledge Transfer: Create detailed "as-built" documentation, API mapping documents, and runbooks. Assist in the handover process to the client’s operations team by providing technical walkthroughs of the implemented solution.
• Post-Deployment Support: Provide hyper-care support immediately following go-live, troubleshooting bugs, optimizing system performance, and assisting with rapid configuration adjustments.

• Experience: Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience. 2+ years of experience in contact center implementation, with specific focus on configuring and deploying CCaaS platforms.
• Technical Execution: Proven track record of "hands-on" keyboard time configuring the Zendesk Suite. 
• Problem Solving: Strong ability to debug complex technical issues, read API logs, and troubleshoot logic conflicts within triggers and automations.
• Development Literacy: 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, DynamoDB, etc.) and Amazon Connect implementations
• Hands-on experience with other CCaaS solutions is a strong asset Equal Opportunity Employer

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.

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