Zendesk Technical Lead

Tech Stack

Responsibilities

• Collaborate with Solution Architects to define end-to-end system design, creating blueprints for IVR/Voice workflows, omni-channel routing, ticket lifecycles, and key integration points, and owning the Technical Design Document.
• Validate and confirm the technical approach and architecture, ensuring alignment with best practices and client security requirements, approving configuration changes and custom application deployments, and resolving complex technical issues.
• Provide strategic technical oversight, mentorship, and support to Application and Quality Engineers, serving as the primary technical consultant to clients by 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, reviewing and validating test cases with a focus on experiences.
• Ensure clear and continuous communication between the technical delivery team, Project Manager, and Client, proactively identifying scope creep and technical blockers to prevent cost leakages and ensure solution maintainability.

Benefits

• Health Insurance

Culture

Requirements