Zendesk Application Engineer

About us:

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Description and Requirements:

Required Experience: 3-5 Yrs

Key Responsibilities:

• System Configuration & Deployment: Execute the end-to-end configuration of Solution, based on Technical Design Documents. This includes building complex 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 the Zendesk Apps Framework (ZAF) to enhance agent productivity.
• Workflow Logic Implementation: Translate business requirements into complex logical workflows using Triggers, Automations, and Liquid Markup. Ensure routing logic handles edge cases effectively.
• Testing & Validation: Conduct rigorous unit testing of all configurations. Partner with Quality Engineer to execute System Integration Testing (SIT) and support User Acceptance Testing (UAT), specifically troubleshooting API failures or routing logic errors.
• Documentation & Knowledge Transfer: Create detailed "as-built" documentation, API mapping documents, and runbooks. Assist in the handover process to the client’s operations team by providing technical walkthroughs of the implemented solution.
• Post-Deployment Support: Provide hyper-care support immediately following go-live, troubleshooting bugs, optimizing system performance, and assisting with rapid configuration adjustments.

Capabilities & Experience

• Experience: Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience. 3+ years of experience in contact center implementation, with specific focus on configuring and deploying CCaaS platforms.
• Technical Execution: Proven track record of "hands-on" keyboard time configuring the Zendesk Suite.
• Problem Solving: Strong ability to debug complex technical issues, read API logs, and troubleshoot logic conflicts within triggers and automations.
• Development Literacy: Proficiency in web technologies (HTML, CSS, JavaScript) and data interchange formats (JSON, XML) required for custom app development and widget customization.

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, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.