Zendesk Developer
On-sitePune, Maharashtra, India
Job Summary
Lead Zendesk configuration, app development, and integration implementation across support ecosystems. Design scalable workflows, automations, and ticket routing rules while administering user provisioning, roles, and permissions. Execute end-to-end delivery cycles including solution design, unit testing, UAT support, and deployment planning. Troubleshoot platform incidents, perform root-cause analysis, and maintain documentation for configurations and runbooks. Collaborate with Support Operations, IT, and Product teams to translate business requirements into technical solutions that improve agent efficiency and customer experience.
Required Qualifications
- 3–6 years of hands-on Zendesk experience in implementation, configuration, and customization in a production environment
- Strong proficiency in JavaScript, HTML, and CSS
- Ability to build and maintain Zendesk apps and lightweight frontend components
- Experience with Zendesk APIs, webhooks, authentication, and integrations with third-party systems (CRM, order systems etc.)
- Solid understanding of customer support operations: ticket lifecycle, escalation management, SLAs, knowledge base concepts, and agent productivity metrics
- Strong analytical and problem-solving skills with the ability to debug complex workflow/integration issues and communicate findings clearly
- Familiarity with SDLC and Agile delivery (user stories, estimation, sprint execution, UAT, release management) and documentation best practices
- Working knowledge of at least one backend technology (PHP or .NET preferred)
- Bachelor's degree in computer science, Information Technology, or equivalent practical experience
- Demonstrated experience delivering platform enhancements with measurable operational impact (automation, reduced handle time, improved routing accuracy, etc.)
- Experience with Zendesk Support, Guide, Explore (as applicable)
- Experience with Zendesk Apps Framework (ZAF)
- Experience with Git and standard code review practices
Desired Qualifications
- Experience with Zendesk Explore (reporting/dashboards) and an understanding of KPI instrumentation
- Knowledge of SSO standards and identity providers (Azure AD or similar)
- Experience with CI/CD, environment promotion, and source control (Git) for app/deployment workflows
- Prior experience in a high-volume support environment (B2C/B2B) with multi-brand or multi-region setups
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