Senior IT Engineer

Job Description

Zendesk is a service-first CRM company that builds powerful, customizable software designed to improve customer relations. At Zendesk, we encourage growth, innovation, and believe in giving back to the communities we call home.

Who we're looking for

We are looking for an experienced Zendesk Developer who thrives in a multi-project, fast-paced, and dynamic environment. As a pivotal member of our Employee Experience Systems team, you will be responsible for optimizing and automating the internal implementation of Zendesk by collaborating with business system analysts, functional leaders, and various business stakeholders across the organization. In this crucial role, you will focus on scaling our systems and deploying globally consistent, automated solutions that enhance operational efficiency and elevate the employee experience.

What you'll be doing 

• Partner with Employee Experience Systems leadership to ensure a world-class Zendesk instance that meets the needs of our business partners and ensures a consistent user experience in a hybrid office environment.

• Collaborate closely with business stakeholders to develop and implement robust technical solutions that enhance operational efficiency and optimize business processes within our internal employee instance of Zendesk.

• Drive technical development and customization within our Zendesk environment to build customized solutions that innovate how we deploy Zendesk.

• Implement, integrate, and troubleshoot third-party applications within Zendesk, developing necessary automations to streamline workflows.

• Develop scripts using REST APIs for automations and build custom Zendesk applications to support evolving business needs.

• Undertake front-end development assignments to design and deliver production-ready code that enhances user interface functionalities and overall system performance.

• Act as a technical counterpart in discussions with Strategy, Product, and Enterprise-wide applications, ensuring a holistic understanding of business needs.

• Oversee and enhance the integration of our internal Zendesk instance with other key business systems, including Okta, Workday, and Salesforce.

• Assist with workflow/process design and administration of all Employee Experience Systems.

What you bring to the role

• 5+ years of experience building, tweaking, and extending web applications using modern JavaScript frameworks (Vue.js, React, and/or Angular), preferably for enterprise-level products.

• Strong proficiency in JavaScript, HTML, CSS, and JSON, with a broad knowledge of modern web/scripting technologies and SaaS applications.

• Experience working with REST APIs and backend integrations.

• Advanced understanding of and detailed experience with Zendesk developer docs, ZIS (Zendesk Integration Services), Zendesk APIs, and ZAF (Zendesk App Frameworks).

• Have a strong understanding of user experience and interface design, applying these principles when building applications.

• Highly detail-oriented, well-organized, and capable of coordinating multiple work streams simultaneously.

• Demonstrated problem-solving skills, with the ability to handle complex systems and technologies.

• Bachelor’s degree in Computer Science, Information Technology, Systems Engineering, or a related field, or equivalent professional experience.

Nice to haves:

• Zendesk certifications: Zendesk Administrator. Explore CX Analyst, Guide Specialist, and App Developer I.

• Certifications in project management or agile methodologies (e.g., PMP, Scrum Master).

• Experience with additional CRM platforms like Salesforce.

• Jira / Confluence experience.

• Knowledge of Workato (or equivalent integration tools).

• Proficient in using data analytics tools such as Tableau and Google Analytics.

• Experience with Ruby, Python or another modern programming language.

#LI-MJ1

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.