CX Tooling Engineer

Jobtailor; Deutschland; Remote; EUR 65.000 - 110.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks a skilled Zendesk/Contact-Center Platform Architect to design, configure, and maintain integrated workflows across Zendesk, Amazon Connect, and Tray.ai. You will manage testing, monitoring, and governance while enabling AI-enabled channels and secure data handling.

You will partner with product, engineering, data, security, and legal teams to translate needs into technical requirements and ensure reliable, scalable delivery across worldwide operations.

Qualifikationen

• 3+ years of experience administering, engineering, or operating customer experience, contact-center, workflow, and integration platforms in production.
• Hands-on experience with Zendesk configuration and architecture.
• Experience with enterprise contact-center platforms such as Amazon Connect, Zendesk Contact Center, Talkdesk, Genesys Cloud, Five9, Twilio Flex, or comparable.
• Experience configuring IVR or contact flows, queues, routing logic, phone numbers, recording, voicemail, overflow, after-hours, or escalation behavior.
• Working knowledge of REST APIs, webhooks, JSON, authentication, data transformation, and API-testing tools.
• Experience building or maintaining production workflows using Tray.ai, Workato, or comparable platforms.
• Experience troubleshooting production issues and identifying underlying technical or process causes.
• Understanding of monitoring, error handling, retry behavior, fallback design, recovery procedures, and production change management.
• Ability to translate operational needs into clear technical requirements and maintainable solutions.
• Strong written and verbal communication skills, including technical documentation and communication with technical and nontechnical stakeholders.
• Ability to independently manage assigned work, make progress through ambiguity, and raise risks or dependencies early.
• Sound judgment regarding platform governance, standardization, access controls, and maintenance impact.
• Education is optional; no required educational credential stated

Aufgaben

• Design, configure, test, and maintain Zendesk architecture and extensibility, including business rules, routing, permissions, applications, integrations, and workflow automation.
• Build and operate contact-center infrastructure using Zendesk Contact Center and Amazon Connect.
• Design, build, and maintain cross-system workflows in Tray.ai using APIs, webhooks, authentication, conditional logic, data transformation, and controlled writeback.
• Support approved AI-enabled chat, voice, email, and agent-assist workflows with eligibility, verification, escalation, human handoff, fallback, access-control, privacy, and auditability safeguards.
• Design scalable, reliable, secure, maintainable, accessible solutions meeting approved privacy and regulatory requirements, including PHI and PII controls.
• Monitor platform and workflow health, investigate routing defects and integration failures, perform root-cause analysis, and implement corrective actions.
• Build scalable tooling, permissions, routing, integrations, and service-transition controls for global launches, specialized teams, outsourced partners, and round-the-clock operations.
• Partner with Product, Engineering, Data, Security, Legal, Compliance, and operations stakeholders to translate requests into technical requirements and validate outcomes.
• Coordinate with platform vendors and implementation partners on requirements, testing, issue escalation, and delivery quality.
• Deliver production changes with testing, monitoring, logging, alerting, validation, rollback, and recovery procedures.
• Maintain architecture diagrams, workflow inventories, test plans, change records, release communications, runbooks, and platform standards.
• Meet reliability and successful-execution targets, reduce defects and manual effort, and improve routing accuracy, response time, resolution time, capacity, reliability, or cost per interaction

Kenntnisse

Communication

Independent Work

Stakeholder Collaboration

Tools

Zendesk Architecture

Amazon Connect

Tray.ai

Workato

REST APIs

Webhooks

Data Transformation

Jobbeschreibung

• Design, configure, test, and maintain Zendesk architecture and extensibility, including business rules, routing, permissions, applications, integrations, and workflow automation
• Build and operate contact-center infrastructure using Zendesk Contact Center and Amazon Connect
• Design, build, and maintain cross-system workflows in Tray.ai using APIs, webhooks, authentication, conditional logic, data transformation, and controlled writeback
• Support approved AI-enabled chat, voice, email, and agent-assist workflows with eligibility, verification, escalation, human handoff, fallback, access-control, privacy, and auditability safeguards
• Design scalable, reliable, secure, maintainable, accessible solutions meeting approved privacy and regulatory requirements, including PHI and PII controls
• Monitor platform and workflow health, investigate routing defects and integration failures, perform root-cause analysis, and implement corrective actions
• Build scalable tooling, permissions, routing, integrations, and service-transition controls for global launches, specialized teams, outsourced partners, and round-the-clock operations
• Partner with Product, Engineering, Data, Security, Legal, Compliance, and operations stakeholders to translate requests into technical requirements and validate outcomes
• Coordinate with platform vendors and implementation partners on requirements, testing, issue escalation, and delivery quality
• Deliver production changes with testing, monitoring, logging, alerting, validation, rollback, and recovery procedures
• Maintain architecture diagrams, workflow inventories, test plans, change records, release communications, runbooks, and platform standards
• Meet reliability and successful-execution targets, reduce defects and manual effort, and improve routing accuracy, response time, resolution time, capacity, reliability, or cost per interaction

Requirements

• 3+ years of experience administering, engineering, or operating customer experience, contact-center, workflow, automation, and integration platforms in a production environment
• Hands-on experience with Zendesk configuration and architecture
• Experience with an enterprise contact-center platform such as Amazon Connect, Zendesk Contact Center, Talkdesk, Genesys Cloud, Five9, Twilio Flex, or comparable
• Experience configuring IVR or contact flows, queues, routing logic, phone numbers, recording, voicemail, overflow, after-hours, or escalation behavior
• Working knowledge of REST APIs, webhooks, JSON, authentication, data transformation, and API-testing tools
• Experience building or maintaining production workflows using Tray.ai, Workato, or comparable platforms
• Experience troubleshooting production issues and identifying underlying technical or process causes
• Understanding of monitoring, error handling, retry behavior, fallback design, recovery procedures, and production change management
• Ability to translate operational needs into clear technical requirements and maintainable solutions
• Strong written and verbal communication skills, including technical documentation and communication with technical and nontechnical stakeholders
• Ability to independently manage assigned work, make progress through ambiguity, and raise risks or dependencies early
• Sound judgment regarding platform governance, standardization, access controls, and maintenance impact
• Education is optional; no required educational credential stated

Core Competencies

Demonstrates expertise in designing and maintaining Zendesk architecture and contact-center solutions, with a strong focus on workflow automation, integration, and compliance with privacy regulations. Proficient in translating operational needs into technical requirements while ensuring platform reliability and performance.

Highest-signal resume keywords

• Zendesk Configuration
• Amazon Connect Experience
• REST APIs and Webhooks
• Workflow Automation with Tray.ai
• Production Change Management

ATS Optimization Keywords

Hard Skills

• Zendesk Architecture
• Contact-Center Infrastructure
• IVR Configuration
• Data Transformation
• API-Testing Tools
• Routing Logic
• Monitoring and Error Handling
• Technical Documentation
• Production Workflow Maintenance
• Root-Cause Analysis

Soft Skills

• Strong Written Communication
• Verbal Communication
• Independent Work Management
• Sound Judgment
• Collaboration with Stakeholders

Industry Keywords

• Customer Experience
• Contact-Center Operations
• Workflow Automation
• Compliance Standards
• PHI and PII Controls

Tools & Technologies

• Zendesk Contact Center
• Tray.ai
• Workato
• Amazon Connect
• API Integration Tools