Sr. Engineer

Job Description: Zendesk QA Tester Merchant of Record Integration Project About the Project: This role is crucial to an exciting end to end integration project focused on streamlining our Direct E Commerce sales and returns processes. We are partnering with a Merchant of Record (MOR) service provider to ensure compliance with international tax and regulatory requirements.

This project involves a complex integration landscape spanning custom front end checkout development, Salesforce Commerce Cloud (SFCC) back end development, Mulesoft integration, and Oracle order management. The Zendesk QA Tester will be responsible for ensuring the quality and seamless integration of Zendesk within this ecosystem, focusing on customer support workflows and order management interactions.

About the Role: We are seeking a highly skilled and motivated Zendesk QA Tester to join our team. You will play a critical role in ensuring the quality and effectiveness of Zendesk within our new, MOR driven e commerce platform. You will focus on testing Zendesk integrations with other systems, verifying automated workflows, and ensuring a smooth customer support experience.

You will collaborate closely with developers, business analysts, and project managers to deliver a high quality Zendesk implementation.

Responsibilities: Test Case Design & Execution: Develop and execute comprehensive test cases for Zendesk, covering various scenarios including ticket creation, routing, escalation, agent workflows, integrations with SFCC, Oracle, and the MOR service provider.

Integration Testing: Focus on testing the integration points between Zendesk and other systems, ensuring data integrity and seamless communication. This includes verifying order status updates, customer information synchronization, and automated ticket creation based on events in other systems.

Workflow Testing: Thoroughly test automated workflows within Zendesk, such as ticket routing based on product category, customer segment, or issue type. UI/UX Testing (Zendesk Agent Interface): Conduct UI/UX testing of the Zendesk agent interface to ensure usability and efficiency for support staff. API Testing (Zendesk APIs): Perform API testing to verify the correct functioning of Zendesk APIs used for integrations. This includes validating request/response payloads and error handling. Regression Testing: Execute regression tests to ensure new features or bug fixes do not introduce new issues or break existing Zendesk functionality.

Data Validation: Validate data accuracy and consistency across Zendesk and integrated systems. Defect Reporting & Tracking: Log and track defects in a bug tracking system, providing detailed information about the issue, including steps to reproduce, screenshots, and relevant logs.

Collaboration: Work closely with developers, business analysts, project managers, and other QA testers to communicate testing results, provide feedback, and ensure timely resolution of defects.

Performance Testing (Basic Zendesk): Collaborate with performance testing teams, or if applicable, perform basic Zendesk performance tests to identify and address any performance bottlenecks.

Documentation: Create and maintain test plans, test cases, and test summary reports related to Zendesk testing. Required Skills: Zendesk Expertise: Deep understanding of Zendesk platform, APIs, and Apps framework. Experience with Zendesk administration is a significant plus. Integration Testing: Proven ability to test complex integrations between systems.

API Testing: Experience with API testing tools (e.g., Postman) and methodologies. Workflow Testing: Experience testing automated workflows and business rules. Functional Testing: Proven ability to design and execute comprehensive functional test cases. Regression Testing: Experience with regression testing processes. Defect Reporting & Tracking: Proficiency in using bug tracking systems (e.g., Jira, Trello). Communication: Excellent