Zendesk developer

Key Responsibilities

System Migration & Transition

Data Mapping: Architect and execute the migration strategy to move historical tickets, user data, knowledge bases, and workflows from ServiceNow to Zendesk.

Workflow Translation: Rebuild complex ServiceNow business rules, client scripts, and UI policies into optimized Zendesk triggers, automations, and macros.

Coexistence Management: Maintain hybrid system workflows during the phased transition period to ensure uninterrupted service delivery.

Custom Development & Integration

API Development: Build and maintain custom webhooks and deep integrations between Zendesk and internal/third-party systems using REST APIs.

App Framework: Develop bespoke private applications utilizing the Zendesk App Framework (ZAF).

Advanced Customization: Use HTML, CSS, JavaScript, and React to customize Zendesk Guide (Help Center) and advanced Web Widget behaviors.

Optimization & Governance

Omnichannel Setup: Configure and optimize Zendesk Support, Guide, Talk, and Chat/Messaging workflows.

Reporting: Recreate critical ServiceNow dashboards and reporting structures within Zendesk Explore.

AI Agent Deployment:

Design, configure, and optimize Zendesk AI Agents and generative AI features to maximize automated self-service resolution rates.

Intelligent Triage: Implement Zendesk Advanced AI capabilities, including automated intent detection, sentiment analysis, and language prediction, to route tickets intelligently.

Proactive Automation: Build advanced workflows using Zendesk triggers, automations, and macros to eliminate repetitive manual agent tasks.

Requirements & Qualifications

Technical Skills

Zendesk Expertise: Advanced knowledge of Zendesk Support, Guide, Explore, Gather, and the Zendesk Developer Platform.

ServiceNow Literacy: Strong working knowledge of ServiceNows data architecture, tables, and system dependencies to effectively extract and map data.

Programming Languages: Proficiency in JavaScript, Node.js, React, HTML5, and CSS3.

API Mastery: Deep experience working with Zendesk REST APIs, JSON, OAuth, and middleware/iPaaS platforms (e.g., Workato, MuleSoft, or Zapier).

Automation & AI Mastery: Proven experience configuring Zendesk AI tools, building conversational bot flows, and setting up automated routing.

Experience & Education

Experience: 5- 8 years as a dedicated Zendesk Developer or Systems Integrator with successful hands-on experience leading at least one major enterprise-level migration from ServiceNow to Zendesk.

Certifications : Zendesk Certified App Developer or any Zendesk certifications