Tech Lead Zendesk

Accountabilities:

Lead development teams from a technical perspective, promoting engineering best practices, mentoring professionals, and supporting continuous technical growth.
Define, design, and validate solution architectures using the Zendesk ecosystem, ensuring scalability, security, performance, and maintainability.
Design and implement integrations between Zendesk and enterprise systems using REST/SOAP APIs, webhooks, and Zendesk Integration Services (ZIS).
Guide the development of applications, automations, microservices, and custom platform extensions.
Lead the implementation and evolution of omnichannel customer experience solutions using Zendesk Support, Guide, Explore, and Sunshine Conversations.
Support the development and implementation of automation and artificial intelligence initiatives, including Zendesk Advanced AI Agents.
Conduct technical reviews, code reviews, and architectural validations to ensure solution quality and compliance with engineering standards.
Participate in technical requirements gathering, effort estimation, project planning, and delivery prioritization.
Ensure that developed solutions meet high standards of quality, security, performance, scalability, and long-term maintainability.
Act as the main technical reference for architecture, development, implementation, and operations teams.
Collaborate with business stakeholders to translate operational needs into effective technical solutions and architecture decisions.
Identify opportunities for continuous improvement across integration strategies, development processes, and customer experience platforms.
Requirements:
Extensive experience designing, developing, and implementing solutions within the Zendesk platform.
Advanced knowledge of Zendesk Support, Guide, Explore, and Sunshine Conversations.
Hands-on experience with Zendesk Integration Services (ZIS).
Strong expertise in system integrations using REST and SOAP APIs, webhooks, and service authentication mechanisms.
Solid backend development experience, particularly with microservices architectures and enterprise system integrations.
Experience developing applications, custom functionalities, and extensions for the Zendesk platform.
Strong understanding of software engineering principles, code versioning, development standards, and Agile methodologies.
Previous experience providing technical leadership to development teams and managing complex technology projects.
Ability to translate business requirements into practical, scalable, and technically viable solutions.
Strong architectural judgment and the ability to make informed technical decisions in complex environments.
Excellent communication skills, with the ability to collaborate effectively with technical teams and business stakeholders.
Proven mentoring and leadership abilities, including the capacity to guide and develop technical professionals.
Strong analytical and problem-solving skills, combined with autonomy, organization, accountability, and a continuous improvement mindset.
Nice-to-have qualifications:
Experience with Zendesk Advanced AI Agents and conversational automation solutions.
Knowledge of the Zendesk Apps Framework (ZAF).
Experience designing and implementing cloud-based architectures, particularly on Microsoft Azure or AWS.
Knowledge of Java and other backend development languages.
Previous experience delivering enterprise-level Customer Experience (CX) and omnichannel projects.
Official Zendesk certifications, particularly Support Administrator, App Developer, and AI Practitioner.
Familiarity with customer service performance metrics, including Average Handling Time (AHT), customer retention, agent productivity, and automation rates.
Benefits:
Full-time employment contract.
Fully remote working arrangement.
Opportunities to lead strategic Customer Experience and digital transformation projects.
Exposure to advanced technologies, including Artificial Intelligence, Generative AI, and intelligent automation.
Access to AI-powered tools and innovative technology solutions.
Opportunities to work with modern cloud architectures and enterprise integration technologies.
Professional development through continuous learning and technical knowledge sharing.
Opportunities to mentor professionals and influence technical standards and architecture decisions.
Collaboration with multidisciplinary teams in a technology-driven environment.
Inclusive working environment with opportunities for people with disabilities (PwD).