About the Role
We are seeking an experienced Zendesk Developer to help maintain and enhance our Zendesk instances and processes to allow our organization to scale and our users to thrive. As part of the Technical Support team, this role will directly impact support operations performance and will build effective business processes in partnership with provider and client-supporting operational teams across Lyra Health.
We care deeply about making a difference in people’s lives and hope you do too!
Responsibilities:
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
Qualifications:
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
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