Zendesk Technical Lead

Who We Are Welcome to TELUS Digital where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture. With a global team across North America, South America, Central America, Europe, and APAC, we offer end-to-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering. From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences, all backed by the secure infrastructure and scale of our multi-billion-dollar parent company. The Opportunity The Zendesk Technical Lead is the senior technical authority for complex Zendesk implementations, specializing in the Zendesk Suite with a focus on Zendesk Contact Center powered by AWS. This role is responsible for leading the technical project delivery team, translating high-level business goals into robust, secure, and scalable technical designs leveraging the Zendesk platform and its associated APIs. Responsibilities Design & Architecture Governance: 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. Technical Decision Authority: 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. Team Leadership & Client Consultation: 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. Quality Assurance Support: 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. Project Delivery Alignment: 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. Capabilities & Experience Experience: 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. Architectural Design & Strategy: Proven ability to design and build complex, scalable, and resilient omnichannel Customer Experience (CX) solutions leveraging the Zendesk Suite Integration Expertise: 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. Data & Reporting: Proficiency in contact center reporting, analytics, and ensuring data consistency across the platform, with a strong focus on using Zendesk Explore. Consultative & Mentorship: Ability to lead technical discovery, provide solution demonstrations, mentor junior staff, and translate high-level business requirements into detailed technical specifications. Preferred Qualifications Zendesk Professional Certification(s) (e.g., Zendesk Certified Support Administrator, Zendesk Certified Developer). Experience with Zendesk Gather (Community Forums) and connecting it to the core support experience. Experience leading migration projects from legacy platforms (e.g., Salesforce Service Cloud, Five9, Genesys) to the Zendesk Suite. Experience with AWS services (Lambda, Lex, Polly, S3, Kinesis, DynamoDB, etc.) and Amazon Connect implementations. Hands-on experience with other CCaaS solutions is a strong asset Equal Opportunity Employer At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. 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