Technical Lead – Zendesk
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior Technical Lead specializing in complex Zendesk implementations for TELUS Digital. Leading project delivery teams and ensuring high-quality system architecture.
Responsibilities:
- Collaborate with Solution Architects to define the end-to-end system design. Create blueprints for IVR/Voice workflows, omni-channel routing, ticket lifecycles, and key integration points. Finalize and own the Technical Design Document.
- Validate and confirm the technical approach and architecture, ensuring alignment with best practices and client security requirements. Approve configuration changes, custom application deployments, and drive complex technical issues to resolution.
- Provide strategic technical oversight, mentorship, and support to Application and Quality Engineers. Serve as the primary technical consultant to clients, leading discovery sessions, design workshops, and performing configuration reviews.
- Coordinate with the Quality Engineer to ensure thorough testing of all agent, customer, and business experiences. Review and validate test cases, with focus on experiences.
- Ensure clear and continuous communication between the technical delivery team, the Project Manager, and the Client. Proactively identify scope creep and potential technical blockers to prevent cost leakages and ensure the final solution is easily maintainable by the client’s operations team.
Requirements:
- Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience with 5+ years of experience in contact center solutions, with at least 4 years in a technical leadership or architect role for CCaaS deployments.
- Proven ability to design and build complex, scalable, and resilient omnichannel Customer Experience (CX) solutions leveraging the Zendesk Suite
- Deep experience architecting and implementing seamless integrations between Zendesk and external systems (e.g., CRM, WFM, ERP). This often involves REST APIs, Webhooks, middleware, and potentially AWS or Azure services.
- Proficiency in contact center reporting, analytics, and ensuring data consistency across the platform, with a strong focus on using Zendesk Explore.
- Ability to lead technical discovery, provide solution demonstrations, mentor junior staff, and translate high-level business requirements into detailed technical specifications.
Benefits:
- Offers Bonus
Similar Jobs
Software Engineer II, AI
Software Engineer II contributing to AI-enabled features in healthcare systems. Join Turquoise Health's remote team and help eliminate financial complexity in healthcare.
Principal Software Engineer
Principal Software Engineer providing technical leadership in the design and development of healthcare technology solutions. Working with cross-functional teams to address complex technical challenges and improve healthcare outcomes.
Senior Full-Stack Product Engineer – AI-Enabled Products
Senior Full-Stack Product Engineer leading development of AI-powered healthcare infrastructure. Collaborating with cross-functional teams to build accessible software solutions for everyday care.
Software Engineer
Software Engineer owning feature development within flexible squads. Collaborating with product, design, and engineering teams to deliver high-quality, scalable solutions.
Principal Engineer
Principal Software Engineer at Tech9 responsible for developing modern software solutions. Leading technical strategy and mentoring engineers in a collaborative and innovative remote environment.
Staff Software Engineer
Staff Software Engineer leading development for Alkami, a digital sales platform for U.S. banks. Collaborating on scalable software solutions and maintaining product features end-to-end.
Software Engineer
Software Engineer responsible for designing and developing software applications to help customers achieve financial freedom through empowerment. Collaborating with teams to enhance application features and functionality.
Senior Product Engineer – Growth & Lifecycle Infrastructure, Music & Audio
Senior Product Engineer responsible for building PLG growth and lifecycle infrastructure. Leading projects for stability AI in the Music & Audio vertical.
Principal Engineer – Digital
Principal Engineer - Digital at CVS Health shaping digital architecture across mobile, web, and AI. Leading technical decisions impacting the health experience for millions.
Associate Staff Engineer, Workday HCM Functional Consultant
Associate Staff Engineer focused on Workday HCM configuration and client requirements. Join Nagarro to deliver innovative digital product engineering solutions.
Associate Staff Engineer, ERP Workday – Technical Consultant
Associate Staff Engineer, ERP Workday (Technical Consultant) at Nagarro. Responsible for configuring and supporting Workday modules and integrations.
Staff Engineer, ERP Workday – Functional Consultant
Staff Engineer, ERP Workday (Functional Consultant) at Nagarro, a Digital Product Engineering company. Responsible for supporting and configuring Workday HCM modules.
Staff Engineer, ERP Workday – Technical Consultant
Staff Engineer, ERP Workday focusing on integrating Workday systems. Seeking a candidate with over 6 years of hands-on experience and strong HCM skills.
Senior Staff Engineer, ERP Workday – Functional Consultant
Senior Staff Engineer focusing on configuration, maintenance, and support of Workday HCM. Collaborating with business stakeholders and leading enhancements in a remote work environment.
Arquiteto de Software
Software Architect role focusing on innovative architecture solutions engaging with multiple development teams. Collaborating on technology choices and leading software architectural decisions.
Staff Software Engineer – Cribl AI
Staff Software Engineer working with the founding team to shape the future of AI-powered telemetry solutions. Collaborating with product engineering teams to develop and integrate new AI features.
Software Engineer V
Software Engineer V developing and modernizing scientific and geospatial applications at Bridgecross LLC. Supporting NOAA’s National Geodetic Survey with cloud-based platforms and scientific algorithms.
Senior Software Engineer
Senior Software Engineer developing systems for efficient returns solutions at Happy Returns. Leading technical projects and mentoring engineers while ensuring platform reliability and performance.
Software Engineer
Software Engineer implementing features to deliver high-quality solutions for DoD applications at VSolvit. Focused on modern frameworks, Agile cycles, and collaboration with teams.
AI Product Engineer
AI Product Engineer responsible for shaping product development at Emagine IT. Engaging with users and building features across the product stack in a fully remote capacity.