Technical Lead – Zendesk

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

📋 Description

• Collaborate with Solution Architects to establish the comprehensive system design. Develop blueprints for IVR/Voice workflows, omni-channel routing, ticket lifecycles, and essential integration points. Complete and take ownership of the Technical Design Document.

• Assess and validate the technical strategy and architecture, ensuring compliance with best practices and client security standards. Authorize configuration modifications, oversee custom application deployments, and navigate complex technical challenges to resolution.

• Deliver strategic technical guidance, mentorship, and support to Application and Quality Engineers. Act as the principal technical advisor to clients, facilitating discovery sessions, design workshops, and conducting configuration reviews.

• Collaborate with the Quality Engineer to guarantee comprehensive testing of all agent, customer, and business interactions. Review and validate test cases, focusing on overall experiences.

• Maintain clear and ongoing communication between the technical delivery team, the Project Manager, and the Client. Proactively identify scope creep and potential technical impediments to avert cost overruns and ensure the final solution is easily manageable by the client’s operations team.

⛳️ Requirements

• Bachelor's degree in Computer Science, Engineering, or a related discipline, or equivalent practical experience with over 5 years in contact center solutions, including at least 4 years in a technical leadership or architect capacity for CCaaS deployments.

• Demonstrated capability to design and construct intricate, scalable, and resilient omnichannel Customer Experience (CX) solutions utilizing the Zendesk Suite.

• Extensive experience in architecting and executing seamless integrations between Zendesk and external systems (e.g., CRM, WFM, ERP), typically involving REST APIs, Webhooks, middleware, and potentially AWS or Azure services.

• Expertise in contact center reporting, analytics, and ensuring data integrity across the platform, with a strong emphasis on utilizing Zendesk Explore.

• Capacity to lead technical discovery, deliver solution demonstrations, mentor junior personnel, and convert high-level business requirements into detailed technical specifications.

🏝️ Benefits

• Offers Bonus