Tech Lead, Zendesk

Job not on LinkedIn

🔥 12 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟠 Senior

🧑‍💻 Full-stack Engineer

👻 Ghost score 12%

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📋 Description

• Provide technical leadership to development teams, promoting best practices, mentoring, and technical growth • Define and validate solution architectures using the Zendesk ecosystem • Design and implement integrations with enterprise systems using REST/SOAP APIs, webhooks, and Zendesk Integration Services (ZIS) • Guide the development of applications, automations, microservices, and platform extensions • Support the implementation of omnichannel solutions, including Zendesk Support, Guide, Explore, and Sunshine Conversations • Support automation and artificial intelligence initiatives using Zendesk Advanced AI Agents • Conduct technical reviews, code reviews, and architecture validations • Support technical requirements gathering, effort estimation, and delivery planning • Ensure the quality, security, performance, and maintainability of solutions • Serve as a technical reference for architecture, development, implementation, and operations teams

🎯 Requirements

• Strong experience architecting and developing solutions on the Zendesk platform • Advanced knowledge of Zendesk Support, Guide, Explore, and Sunshine Conversations • Hands-on experience with Zendesk Integration Services (ZIS) • Proficiency in integrations using REST APIs, webhooks, and service authentication • Experience with backend development, microservices, and systems integration • Knowledge of application and extension development for Zendesk • Experience with source control, engineering best practices, and agile methodologies • Experience providing technical leadership for technology teams and projects • Ability to translate business requirements into viable technical solutions • Preferred: experience with Zendesk Advanced AI Agents and conversational automations • Preferred: knowledge of the Zendesk Apps Framework (ZAF) • Preferred: experience with cloud architectures, particularly Azure or AWS • Preferred: knowledge of Java and other backend development languages • Preferred: experience with enterprise CX and omnichannel operations projects • Preferred: Zendesk certifications, particularly Support Administrator, App Developer, and AI Practitioner • Preferred: knowledge of customer service metrics such as average handle time (AHT), retention, productivity, and automation • Technical leadership skills with the ability to develop and mentor professionals • Systems thinking and the ability to make architectural decisions • Clear communication with technical teams and business stakeholders • Autonomy, organization, and accountability for deliverables • Analytical skills for solving complex problems • Collaboration and a focus on continuous improvement

🏖️ Benefits

• Remote work • Professional development and career growth opportunities at a global company • Proprietary and third-party AI-powered tools • A borderless talent environment with opportunities to work with the latest market trends

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