Zendesk Developer

• Gather business requirements, design, develop, and implement customized Zendesk solutions, including Zendesk AI features to optimize workflows and enhance support processes
• Build and maintain Zendesk integrations with third-party systems, such as CRM platforms, chatbots, and other internal tools
• Serve as an administrator who manages configuration of help centers, profiles, roles, and business rules
• Develop and maintain documentation for Zendesk configurations, customizations, and processes
• Troubleshoot and resolve issues related to Zendesk configurations, workflows, and integrations
• Conduct regular performance analysis and optimization of Zendesk configurations to ensure efficient and reliable system performance
• Stay up-to-date with the latest Zendesk features, APIs, and best practices to recommend improvements and enhancements to the existing Zendesk implementation
• Provide technical guidance and support to other team members on Zendesk-related projects
• Design and run complex reports and dashboards using Zendesk Explore

• 5+ years of experience as a Zendesk developer, administrator, or similar role with a track record of successful Zendesk implementations, customizations, and integrations
• 3+ years of experience in general technical development, customer support, or engineering role
• 1+ years’ experience implementing Zendesk Agent Copilot + Zendesk Advanced AI
• Strong knowledge and experience managing Zendesk architecture, APIs, and integrations (i.e. Salesforce)
• Strong problem-solving skills with the ability to deliver on time with minimal supervision in a highly technical, customer-focused service environment
• Excellent communication and relationship building skills with the ability to share insights, demos, and process expectations with stakeholders and colleagues, both locally and remotely
• Passionate about teaching and empowering others

Desired Experience:

• Experience implementing Zendesk’s AI agents and Agent Co-Pilot suite of features
• Zendesk Apps Framework (ZAF) and Zendesk Developer API
• Solid understanding of REST APIs and web services

“We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law. By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a