Senior Zendesk Engineer

TELUS Digital; Charlottesville (VA); On-site; USD 88,000 - 110,000; Full time

Job summary

A leading tech company is looking for a Senior Zendesk Engineer to handle complex implementations focusing on Amazon Connect and AWS. This role involves configuring the Zendesk Suite and maintaining integrations with external systems. The ideal candidate should have a Bachelor's degree in Computer Science or Engineering, along with at least 2 years of relevant experience. This full-time position emphasizes technical execution, problem-solving, and a collaborative mindset. Additional knowledge in AWS services would be advantageous.

Qualifications

• 2+ years of experience in contact center implementation.
• Proven experience in configuring the Zendesk Suite.
• Knowledge of HTML, CSS, JavaScript, JSON, and XML.

Responsibilities

• Execute end-to-end configuration based on Technical Design Documents.
• Build and maintain integrations using REST APIs.
• Translate business requirements into complex logical workflows.
• Conduct unit testing and validation assessments.
• Create as-built documentation and runbooks.

Skills

Zendesk Suite configuration

Problem Solving

HTML/CSS/JavaScript

REST APIs

Collaboration

Education

Bachelor’s degree in Computer Science or Engineering

Tools

Zendesk Apps Framework

AWS services (e.g., Lambda, S3)

Job description

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.