About this opportunity
TELUS Digital lists this Senior Zendesk Engineer opportunity in charlottesville, Virginia. Review the employer’s description below for duties, qualifications and application requirements.
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.
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Worksite address
charlottesville, VA, 22904, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.