Customer Engineer

Zendesk; London; On-site; GBP 40,000 - 80,000; Full time

Job description

Job Description

DESCRIPTION

AI Agents Technical Architects (TAs) / Customer Engineers play a critical role in enabling our customers to maximise automation rates by enriching and personalising conversations through incorporating data via API integrations.

TAs have a solid all-round understanding of the AI Agents Advanced (Ultimate) product with a specific focus on utilising integrations within conversation flows, accomplishing this via use of the Ultimate Integration Builder.

The role requires a good mix of technical and consulting skills, using these to engage directly with customers to understand their requirements and assisting them to build integrations that satisfy specific use cases.

KEY RESPONSIBILITIES

1. Assist customers in evaluating their APIs to determine suitability for building integrations to maximize automation rates.
2. Work closely with customers to design integrations with backend systems or third-party APIs, ensuring efficient data utilization within conversational flows, including collection of input parameters and presentation of response data.
3. Enable and assist customers to build API integrations using the Ultimate Integration Builder (a low / no code tool similar in function to tools like Postman).
4. Assist in technical queries related to best practices, optimisation and troubleshooting.
5. Collaborate with Service Consultants to support the implementation of integrations within automation use cases for more complex scenarios such as those using dynamic carousels.
6. Communicate and advocate feedback to Product and Engineering teams to support continuous improvement of integration capabilities.
7. Develop and promote best practices for use of integrations both internally (Zendesk teams) and externally (customers and partners).

DESIRED SKILLS

1. Applied experience in API testing tools such as Postman and Insomnia.
2. Applied API experience (REST, GraphQL) including most common authorisations (Bearer, Basic Auth, JWT, OAuth 2.0, AWS SigV4).
3. Applied experience in use of the JSONATA query language.
4. Ability to work with a high degree of autonomy aligned to a structured software development lifecycle (SDLC) process.
5. Exposure to backend software development & testing in a NodeJS-based micro-service architecture, along with other modern development and CI/CD tools (K8s, Git, GitHub, Typescript, Javascript, Docker, Nock etc).
6. Experience of working with API documentation tools such as Swagger.
7. Availability to work 1 time per week at the London office.

Hybrid Work Environment

In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [e-mail] with your specific accommodation request.