Zendesk Technical Architect - Long Term Project - Remote (US/PST)

**Title: Zendesk Technical Architect

Location: Remote (US/PST)

Duration: Long Term Project 6+ months

Compensation: $50-60/hr

Work Requirements: US Citizen, GC Holders or Authorized to Work in the US

Qualified candidates may send a copy of their resume (Word Format) to tsanchez@inspyrsolutions.com **

Job Summary

The Zendesk Technical Architect is responsible for designing and implementing comprehensive solutions using Zendesk products (i.e., ZIS, Zendesk APIs, Zendesk Explore, and Zendesks Copenhagen theme). This role requires a deep understanding of Zendesks capabilities, integrations with other systems, and a strategic approach to enhance customer experience. The ideal candidate must have technical proficiency, excellent communication skills, and a problem-solving mindset. The successful candidate will have a record of success in improving processes and adoption using the Zendesk platform. The Technical Architect will work closely with functional leaders and organizational units to deploy new business processes. **

Job Functions**

• Serve as primary a point of contact for all advanced/escalated Zendesk support teams technical needs.
• Design and implement Zendesk solutions tailored to meet the unique need of our business.
• Lead the integration of Zendesk with other systems and platforms, ensuring a cohesive and interconnected customer support ecosystem. Examples: ServiceNow, DocuSign, JIRA, Azure B2C, OKTA, etc.
• Develop strategies for the adoption and optimization of Zendesk features, improving customer experience and support team efficiency.
• Develop reporting capabilities, metrics & executive dashboards with Zendesk explore / analytics or using other Data Analytics / BI tools.
• Provide technical leadership in the planning and execution of projects, ensuring best practices and high-quality standards.
• Collaborate with cross-functional teams, including customer support, IT, and Development teams, to understand requirements and provide effective solutions.
• Offer technical guidance in training to team members and stakeholders on Zendesk functionalities and best practices.
• Stay updated with the latest developments in Zendesk features and third-party integrations.
• Address complex technical challenges and provide innovate solutions.

Skills/Abilities:

• Proven experience as a Technical Architect or similar role in Zendesk environments.
• Ability to recommend, manage, and perform advanced Zendesk configurations.
• Strong knowledge of Zendesks suite of products and their implementations (i.e., Support, Talk, Explore, Guide, Chat) and Zendesk development SDK and APIs.
• Experience in systems integration and creating API-based solutions.
• Proficiency in programming languages such as JavaScript, HTML, and CSS.
• Excellent problem-solving abilities and a strategic mindset.
• Strong communication and leadership skills, with the ability to interact with both technical and non-technical stakeholders.

Bonus Skills:

• Understanding of technologies like SQL, SOAP, HTML, etc.
• Strong working knowledge of OKTA, Azure B2C, JIRA, and Zendesk Apps.

Experience:

• 5+ years of hands-on experience of Zendesk Administration and supporting Zendesk implementations.
• Proven experience delivering end to end solutions on Zendesk.
• Experience working on tight deadlines for implementation projects.
• Experience translating business requirements and writing user stories.

Education:

• A bachelors degree (or equivalent work experience) in IT, Engineering, or related science and math discipline with a Technology emphasis.
• Zendesk Administrator Certification is preferred (past or current certification acceptable. Work experience may be accepted in lieu of certification, if able to certify within 60 days of hire.)