The Technical Delivery Zendesk Integrations & Configuration role designs, configures, and delivers Zendesk technical solutions, with a strong focus on API integrations, data flows, and technical platform configuration. The role partners with Digital Services Delivery, IT, and client stakeholders to translate requirements into scalable implementations, maintain stable production operations, and continuously enhance platform performance and automation. As the client s technical partner, you will lead technical workshops and client calls, guiding discussions from discovery through delivery. You will collaborate closely with internal teams including Professional Services Delivery, Solutions, Account Management, and other IT teams to ensure alignment and successful outcomes.

Your key responsibilities will include:

• Own the technical delivery of Zendesk integrations and advanced configuration, focusing on APIs, middleware/iPaaS data flows, webhooks, and authentication.
• Translate functional requirements into technical designs (integration specs, data mapping, error handling, non-functional requirements) and validate with client IT and internal teams.
• Build, configure, and maintain integration-related Zendesk components (connectors/apps, routing dependencies, automation enablers) and ensure secure, scalable implementations.
• Lead technical workshops and client calls on architecture, integration decisions, and environment readiness (functional workshops/training/testing are BA-led).
• Troubleshoot and resolve technical issues across integrations and platform configuration, performing root-cause analysis and driving permanent fixes.
• Prepare production readiness: monitoring approach, operational handover inputs, and support procedures for integration components.

Why You ll Love This Role:

• Be at the forefront of CX transformation, working with leading CXM technical delivery
• Work with global clients across the U.S. and EMEA, delivering cutting-edge solutions in a fast-paced, dynamic environment
• Collaborate with a talented team of experts in AI, automation, performance, and agent tools to deliver exceptional results
• Drive business success by managing multiple projects and clients simultaneously, with opportunities to showcase your leadership and problem-solving skills
• Grow professionally by working on complex, high-visibility projects while honing your technical, project management, and client relationship skills

Desired Candidate Profile

Must have:

• 5+ years experience in technical delivery / implementation / technical project management within SaaS, CRM, or enterprise applications
• 3-6 years Zendesk experience in a technical role (integration and/or platform technical configuration)
• Strong client-facing capability: able to lead technical calls/workshops and serve as the technical point of contact
• Proven ability to manage multiple customers/projects in parallel (portfolio delivery)
• Hands-on experience with technical configuration, upgrades/deployments, and production support in live environments
• Solid understanding of integrations and architecture (APIs, data flows, SSO) and strong technical documentation practices
• Fluent English (written and spoken) C1 minimum

Nice to have:

• Experience working in Professional Services environments with shared ownership across PM / technical delivery roles
• Familiarity with common delivery toolsets and frameworks: Git / GitLab, Jira, Confluence, Office 365
• Relevant Zendesk certifications (Admin and/or Developer)
• Exposure to iPaaS/middleware platforms and integration delivery patterns
• Experience supporting global/remote teams and managing stakeholder alignment across time zones