Zendesk developer

Mobilution It Systems; Chennai District, Bengaluru, Mumbai; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

Mobilution It Systems seeks an experienced Zendesk Developer to lead a migration from ServiceNow to Zendesk, architect data mapping, and rebuild complex business rules into Zendesk triggers and macros. The role includes API development, app framework work, and advanced customization of Zendesk Guide and Web Widget behaviors.

The candidate will configure omnichannel workflows, recreate dashboards in Zendesk Explore, and deploy AI agents with proactive automation to enhance self-service

Qualifications

• 5-8 years of experience as a Zendesk Developer or Systems Integrator.
• Certifications: Zendesk Certified App Developer or Zendesk certifications.

Responsibilities

• Migrate data and workflows from ServiceNow to Zendesk, with data mapping and transition planning.
• Build and maintain custom webhooks and integrations using REST APIs.
• Develop private Zendesk apps using the Zendesk App Framework (ZAF).
• Configure Zendesk AI tools, automate routing, and optimize self-service workflows.

Skills

Zendesk Support

JavaScript

Node.js

React

HTML5

CSS3

Zendesk REST APIs

OAuth

Workato

MuleSoft

Zapier

Zendesk Developer Platform

Tools

MuleSoft

Zapier

Workato

Job description

Job Description

Key Responsibilities

• System Migration & Transition
• Data Mapping: Architect and execute the migration strategy to move historical tickets, user data, knowledge bases, and workflows from ServiceNow to Zendesk.
• Workflow Translation: Rebuild complex ServiceNow business rules, client scripts, and UI policies into optimized Zendesk triggers, automations, and macros.
• Coexistence Management: Maintain hybrid system workflows during the phased transition period to ensure uninterrupted service delivery.

Custom Development & Integration

• API Development: Build and maintain custom webhooks and deep integrations between Zendesk and internal/third-party systems using REST APIs.
• App Framework: Develop bespoke private applications utilizing the Zendesk App Framework (ZAF).
• Advanced Customization: Use HTML, CSS, JavaScript, and React to customize Zendesk Guide (Help Center) and advanced Web Widget behaviors.

Optimization & Governance

• Omnichannel Setup: Configure and optimize Zendesk Support, Guide, Talk, and Chat/Messaging workflows.
• Reporting: Recreate critical ServiceNow dashboards and reporting structures within Zendesk Explore.

AI Agent Deployment

• Design, configure, and optimize Zendesk AI Agents and generative AI features to maximize automated self-service resolution rates.
• Intelligent Triage: Implement Zendesk Advanced AI capabilities, including automated intent detection, sentiment analysis, and language prediction, to route tickets intelligently.
• Proactive Automation: Build advanced workflows using Zendesk triggers, automations, and macros to eliminate repetitive manual agent tasks.

Requirements & Qualifications

• Zendesk Expertise: Advanced knowledge of Zendesk Support, Guide, Explore, Gather, and the Zendesk Developer Platform.
• ServiceNow Literacy: Strong working knowledge of ServiceNows data architecture, tables, and system dependencies to effectively extract and map data.
• Programming Languages: Proficiency in JavaScript, Node.js, React, HTML5, and CSS3.
• API Mastery: Deep experience working with Zendesk REST APIs, JSON, OAuth, and middleware/iPaaS platforms (e.g., Workato, MuleSoft, or Zapier).
• Automation & AI Mastery: Proven experience configuring Zendesk AI tools, building conversational bot flows, and setting up automated routing.

Experience & Education

• Experience: 5- 8 years as a dedicated Zendesk Developer or Systems Integrator with successful hands-on experience leading at least one major enterprise-level migration from ServiceNow to Zendesk.
• Certifications : Zendesk Certified App Developer or any Zendesk certifications