We are looking for a Zendesk Implementation and Customization Engineer to join our team and help us deliver high-quality Zendesk solutions for our clients. You will be responsible for designing, configuring, testing, and deploying Zendesk products, such as Support, Guide, Chat, and Talk, according to the client’s requirements and best practices. You will also be able to customize Zendesk using APIs, webhooks, apps, themes, and scripts. Responsibilities: Zendesk Implementation: Lead end-to-end implementation of Zendesk, ensuring a smooth transition from existing systems. Gather requirements from client representatives to ensure alignment with their needs. Analyze client’s business requirements, translate them and design customized solutions accordingly. Configure Zendesk settings, workflows, and automations to optimize efficiency. Customization and Integration: Customize Zendesk to align with organization’s branding and specific requirements. Develop and maintain custom applications, integrations, and plugins to extend Zendesk functionalities. Integrate Zendesk with other systems and applications using APIs, webhooks, and middleware User Training and Support: Conduct training sessions for end-users and support staff to ensure smooth adoption of Zendesk. Provide ongoing support to users, addressing queries, and troubleshooting issues in a timely manner. Develop and maintain documentation for Zendesk configurations and customizations. Collaborate with developers for seamless connections between Zendesk and other internal systems. System Maintenance: Perform regular system maintenance, updates, and patches for optimal performance and security. Monitor system health, proactively address potential issues Implement backup and recovery plans in collaboration with the IT team. Performance Optimization: Analyze system performance metrics, identify areas for improvement and implement enhancements Identify automation and optimization opportunities to streamline processes. Implement and customize Zendesk products using the Zendesk admin interface and Zendesk developer tools Qualifications: Proven experience (3-4 years) in implementing and customizing Zendesk, including configuring workflows, automations, and user interfaces. Proficient in Zendesk admin interface and developer tools, such as Zendesk Apps Framework, SDKs, CLI, and Theme Editor Strong knowledge of Zendesk APIs, webhooks, data models and ability to develop custom solutions using Zendesk SDK. Familiarity with scripting languages (e.g., JavaScript) for customizations and integrations. Solid understanding of IT infrastructure and server maintenance. Skilled in HTML, CSS, JavaScript, and Liquid templating language Knowledgeable in RESTful web services, JSON, XML, and SQL Experience in using version control systems, such as Git Excellent problem-solving skills and attention to detail. Strong communication and collaboration skills to work effectively with cross-functional teams. Zendesk certifications, such as Zendesk Administrator, Zendesk App Developer, or Zendesk Support Engineer, is a plus.