Senior Zendesk Systems Engineer

Senior Zendesk Systems Engineer

• Own and sustain the Zendesk platform with autonomy, ensuring high availability, security, and compliance across production environments supporting approximately 1500 agents
• Design, build, and maintain complex technical solutions using Zendesk APIs (REST, webhooks), custom apps, JavaScript, HTML, CSS, Liquid, and integration frameworks
• Lead configuration-heavy projects from requirements definition through post-launch support, including implementations, migrations, platform upgrades, and feature rollouts
• Architect and implement advanced workflows, automations, triggers, SLAs, routing logic, and business rules to support complex support operations
• Define platform standards, QA processes, change management procedures, and operational runbooks; act as technical authority for Zendesk architecture
• Lead incident response, root cause analysis, and resolution of critical platform issues; implement preventative measures to ensure system reliability
• Independently act as technical liaison and communicate effectively with product managers, support leadership, vendors, and cross-functional stakeholders
• Mentor P2 Systems Engineers and contractors, providing technical guidance on complex problem-solving and platform best practices
• Ship complex features, improve reliability and performance of owned platform areas, and maintain strong operational excellence across Zendesk administration, development, integrations, and automation

• 5+ years of professional Zendesk administration and development experience with demonstrated expertise in production platform ownership
• Deep ownership of the Zendesk platform, leading small-to-moderate complexity projects with minimal guidance
• Expertise in Zendesk APIs, including REST APIs and webhooks
• Experience with Zendesk custom app development, theme development, and integration architecture
• Deep hands-on experience with Zendesk administration, including triggers, automations, SLAs, routing, macros, views, forms, fields, and business rules
• Proficiency in JavaScript for Zendesk customization and development
• Proficiency in HTML for Zendesk customization and development
• Proficiency in CSS for Zendesk customization and development
• Proficiency in Liquid for Zendesk customization and development
• Ability to design solutions, solve complex problems independently, and translate business requirements into technical architectures
• Zendesk Analytics experience, including analytics and reporting, custom dashboard development, and data modeling

• Bachelor''s Degree Required

• Zendesk Certified Administrator or equivalent certification
• Experience operating large-scale Zendesk environments with 500+ agents, multi-brand, and multi-product configurations
• Experience with Zendesk implementations, migrations, platform consolidations, or large-scale configuration changes
• Experience leading QA and UAT strategies, including test planning, regression testing, deployment planning, and rollback procedures
• Experience building integrations with enterprise systems such as HRIS, ITSM, CRM, and analytics platforms, and managing API-driven workflows
• Strong understanding of SSO protocols including SAML, OAuth, and OIDC
• Experience with identity management, security, and compliance, including RBAC, audit logging, and GDPR
• Experience working in Agile or Scrum environments
• Experience using Jira, version control systems, and DevOps practices

 
Why Should I Apply?
This role offers the opportunity to own and evolve a large-scale, mission-critical support platform, work on complex technical challenges with real guest impact, and lead meaningful improvements across reliability, performance, and automation.
 
About CEI
As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers'' workforce and project requirements.


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