Tech Lead, Zendesk

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Provide technical guidance to development teams, fostering best practices, mentorship, and technical advancement.

• Define and assess solution architectures utilizing the Zendesk ecosystem.

• Design and implement integrations with enterprise systems via REST/SOAP APIs, webhooks, and Zendesk Integration Services (ZIS).

• Oversee the development of applications, automations, microservices, and platform extensions.

• Assist in the implementation of omnichannel solutions, including Zendesk Support, Guide, Explore, and Sunshine Conversations.

• Aid in automation and artificial intelligence initiatives leveraging Zendesk Advanced AI Agents.

• Perform technical reviews, code evaluations, and architecture assessments.

• Assist in gathering technical requirements, estimating efforts, and planning deliveries.

• Ensure the solutions' quality, security, performance, and maintainability.

• Act as a technical reference for architecture, development, implementation, and operations teams.

⛳️ Requirements

• Extensive experience in architecting and developing solutions on the Zendesk platform.

• In-depth knowledge of Zendesk Support, Guide, Explore, and Sunshine Conversations.

• Practical experience with Zendesk Integration Services (ZIS).

• Expertise in integrations using REST APIs, webhooks, and service authentication.

• Experience in backend development, microservices, and systems integration.

• Familiarity with application and extension development for Zendesk.

• Experience with source control, engineering best practices, and agile methodologies.

• Proven track record of providing technical leadership for technology teams and projects.

• Ability to convert business requirements into effective technical solutions.

• Preferred: experience with Zendesk Advanced AI Agents and conversational automations.

• Preferred: understanding of the Zendesk Apps Framework (ZAF).

• Preferred: experience with cloud architectures, especially Azure or AWS.

• Preferred: knowledge of Java and additional backend development languages.

• Preferred: experience with enterprise CX and omnichannel operations projects.

• Preferred: Zendesk certifications, particularly Support Administrator, App Developer, and AI Practitioner.

• Preferred: understanding of customer service metrics such as average handle time (AHT), retention, productivity, and automation.

• Technical leadership capabilities with a focus on developing and mentoring professionals.

• Systems thinking and the ability to make architectural choices.

• Excellent communication skills with technical teams and business stakeholders.

• Self-sufficiency, organizational skills, and accountability for deliverables.

• Analytical skills for addressing complex challenges.

• Team collaboration and a commitment to continuous improvement.

🏝️ Benefits

• Remote work opportunities.

• Professional development and career advancement prospects at a global organization.

• Access to proprietary and third-party AI-powered tools.

• A global talent environment with opportunities to engage with the latest market trends.