Zendesk Technical Lead
$123,000–$166,000 year
Remote · United States
Job Summary
Zendesk Technical Lead needed to drive design and delivery of Zendesk CCaaS implementations for TELUS Digital. Lead the technical delivery team, translate business goals into robust, secure, and scalable designs using the Zendesk platform and its APIs, and own the Technical Design Document. Provide strategic technical oversight, mentorship to engineers, and act as the primary technical consultant to clients, guiding discovery sessions and design workshops. Coordinate QA activities and ensure maintainable solutions for the client's operations team. Requires a Bachelor’s degree (or equivalent) and 5+ years in CCaaS with at least 4 years in technical leadership/architect roles; strong integration experience (REST APIs, Webhooks, middleware), and familiarity with AWS services and Zendesk Explore. Preferred certifications and migration experience are a plus.
Required Qualifications
- Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience
- 5+ years of experience in contact center solutions, with at least 4 years in a technical leadership or architect role for CCaaS deployments
- Experience with Zendesk Suite and Zendesk CCaaS
- Experience architecting integrations between Zendesk and external systems (REST APIs, Webhooks, middleware)
- Proficiency in Zendesk Explore for reporting/analytics
- Ability to lead technical discovery, mentor junior staff, and translate requirements into technical specifications
- Experience with AWS services (Lambda, Lex, Polly, S3, Kinesis, DynamoDB) and Amazon Connect (preferred)
- Zendesk Professional Certification(s) (preferred)
- Experience leading migration projects from legacy platforms to Zendesk Suite (preferred)
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