Senior Zendesk Engineer

Senior Zendesk Engineer

Company: TELUS Digital

Location: Charlottesville, VA

Salary: $88,000.00 - $110,000.00

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.

Responsibilities

• 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.

Capabilities & Experience

• 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.

Preferred Qualifications

• 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, DynamoDB) and Amazon Connect implementations.
• Hands‑on experience with other CCaaS solutions.

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 are based on qualifications, merits, competence and performance without regard to characteristic related to diversity.