Zendesk Technical Architect

Zendesk Technical Architect

• Build and maintain support applications and tools.
• Improve team efficiency and quality by building / maintaining tools to assist in daily operations.
• Build and maintain apps/integrations that bring critical user information directly into the support platform.
• Build and maintain integrations with our support platform (Zendesk) and external services (e.g. Vimeo OTT Salesforce Airtable Slack etc.). In particular maintain the webhook integration between Zendesk and Vimeo.
• Configure and maintain other thirdparty applications within the support platform.
• Build and maintain the Help Centre front end and Help center customization.
• Knowledge on SSO (single sign on) and ability to customize support experience based on Customers identification (membership type).
• Add/remove copy upsells and tweaks to the overall appearance.
• Implement Help Centre integrations (AI chatbot).
• Build and maintain browserbased and phone support channels.
• This includes the Core Contact Form other specialized contact forms as well as various Zendesk widgets across the site.
• Investigate and implement new support channels such as AIpowered chat interfaces.
• Build evolve and maintain the Enterprise phone support line in Twilio.

Skills and knowledge you should possess:

• 4 years in a systems application developing/engineering role within customer support.
• 3 years of experiences working with Zendesk app frameworks and Web API s and a general understanding of Zendesk is a must.
• Proficiency in NodeJS Python PHP ReactJS NextJS.
• CI/CD tools.