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, 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.

• 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

Required Education, Licenses, and Certifications

• Bachelor''s Degree Required

Preferred Skills

• 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