CX Tooling Engineer

• Design, configure, test, and maintain Zendesk architecture and extensibility, including business rules, routing, permissions, applications, integrations, and workflow automation
• Build and operate contact-center infrastructure using Zendesk Contact Center and Amazon Connect
• Design, build, and maintain cross-system workflows in Tray.ai using APIs, webhooks, authentication, conditional logic, data transformation, and controlled writeback
• Support approved AI-enabled chat, voice, email, and agent-assist workflows with eligibility, verification, escalation, human handoff, fallback, access-control, privacy, and auditability safeguards
• Design scalable, reliable, secure, maintainable, accessible solutions meeting approved privacy and regulatory requirements, including PHI and PII controls
• Monitor platform and workflow health, investigate routing defects and integration failures, perform root-cause analysis, and implement corrective actions
• Build scalable tooling, permissions, routing, integrations, and service-transition controls for global launches, specialized teams, outsourced partners, and round-the-clock operations
• Partner with Product, Engineering, Data, Security, Legal, Compliance, and operations stakeholders to translate requests into technical requirements and validate outcomes
• Coordinate with platform vendors and implementation partners on requirements, testing, issue escalation, and delivery quality
• Deliver production changes with testing, monitoring, logging, alerting, validation, rollback, and recovery procedures
• Maintain architecture diagrams, workflow inventories, test plans, change records, release communications, runbooks, and platform standards
• Meet reliability and successful-execution targets, reduce defects and manual effort, and improve routing accuracy, response time, resolution time, capacity, reliability, or cost per interaction

Requirements

• 3+ years of experience administering, engineering, or operating customer experience, contact-center, workflow, automation, and integration platforms in a production environment
• Hands-on experience with Zendesk configuration and architecture
• Experience with an enterprise contact-center platform such as Amazon Connect, Zendesk Contact Center, Talkdesk, Genesys Cloud, Five9, Twilio Flex, or comparable
• Experience configuring IVR or contact flows, queues, routing logic, phone numbers, recording, voicemail, overflow, after-hours, or escalation behavior
• Working knowledge of REST APIs, webhooks, JSON, authentication, data transformation, and API-testing tools
• Experience building or maintaining production workflows using Tray.ai, Workato, or comparable platforms
• Experience troubleshooting production issues and identifying underlying technical or process causes
• Understanding of monitoring, error handling, retry behavior, fallback design, recovery procedures, and production change management
• Ability to translate operational needs into clear technical requirements and maintainable solutions
• Strong written and verbal communication skills, including technical documentation and communication with technical and nontechnical stakeholders
• Ability to independently manage assigned work, make progress through ambiguity, and raise risks or dependencies early
• Sound judgment regarding platform governance, standardization, access controls, and maintenance impact
• Education is optional; no required educational credential stated

Core Competencies

Demonstrates expertise in designing and maintaining Zendesk architecture and contact-center solutions, with a strong focus on workflow automation, integration, and compliance with privacy regulations. Proficient in translating operational needs into technical requirements while ensuring platform reliability and performance.

Highest-signal resume keywords

• Zendesk Configuration
• Amazon Connect Experience
• REST APIs and Webhooks
• Workflow Automation with Tray.ai
• Production Change Management

ATS Optimization Keywords

Hard Skills

• Zendesk Architecture
• Contact-Center Infrastructure
• IVR Configuration
• Data Transformation
• API-Testing Tools
• Routing Logic
• Monitoring and Error Handling
• Technical Documentation
• Production Workflow Maintenance
• Root-Cause Analysis

Soft Skills

• Strong Written Communication
• Verbal Communication
• Independent Work Management
• Sound Judgment
• Collaboration with Stakeholders

Industry Keywords

• Customer Experience
• Contact-Center Operations
• Workflow Automation
• Compliance Standards
• PHI and PII Controls

Tools & Technologies

• Zendesk Contact Center
• Tray.ai
• Workato
• Amazon Connect
• API Integration Tools