Technical Lead – Zendesk

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🏄 California – Remote

🏄 California – Remote

💵 $123k - $166k / year

⏰ Full Time

🟠 Senior

🧑‍💻 Full-stack Engineer

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TELUS Digital

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

🤖 Artificial Intelligence

☁️ SaaS

B2B • Artificial Intelligence • SaaS

TELUS Digital is an award-winning digital consultancy that combines human-centered design, software engineering, data science and generative AI to create AI‑fueled digital experiences and platforms for global brands. The company provides services in experience strategy, UX research and design, engineering and architecture, data science and engineering, digital marketing, and product/project delivery, and operates Fuel iX™, an enterprise-focused generative AI engine to help businesses move AI initiatives into production. TELUS Digital emphasizes a collaborative culture, global hiring, and accessibility in its hiring practices.

📋 Description

• Collaborate with Solution Architects to define the end-to-end system design. Create blueprints for IVR/Voice workflows, omni-channel routing, ticket lifecycles, and key integration points. Finalize and own the Technical Design Document. • Validate and confirm the technical approach and architecture, ensuring alignment with best practices and client security requirements. Approve configuration changes, custom application deployments, and drive complex technical issues to resolution. • Provide strategic technical oversight, mentorship, and support to Application and Quality Engineers. Serve as the primary technical consultant to clients, leading discovery sessions, design workshops, and performing configuration reviews. • Coordinate with the Quality Engineer to ensure thorough testing of all agent, customer, and business experiences. Review and validate test cases, with focus on experiences. • Ensure clear and continuous communication between the technical delivery team, the Project Manager, and the Client. Proactively identify scope creep and potential technical blockers to prevent cost leakages and ensure the final solution is easily maintainable by the client’s operations team.

🎯 Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience with 5+ years of experience in contact center solutions, with at least 4 years in a technical leadership or architect role for CCaaS deployments. • Proven ability to design and build complex, scalable, and resilient omnichannel Customer Experience (CX) solutions leveraging the Zendesk Suite • Deep experience architecting and implementing seamless integrations between Zendesk and external systems (e.g., CRM, WFM, ERP). This often involves REST APIs, Webhooks, middleware, and potentially AWS or Azure services. • Proficiency in contact center reporting, analytics, and ensuring data consistency across the platform, with a strong focus on using Zendesk Explore. • Ability to lead technical discovery, provide solution demonstrations, mentor junior staff, and translate high-level business requirements into detailed technical specifications.

🏖️ Benefits

• Offers Bonus