Senior Zendesk Developer / Implementation Specialist :Waterloo, Ontario : FTE

Role - Senior Zendesk Developer / Implementation Specialist

Job Type: Full-time

Location: Waterloo, Ontario, Canada | Hybrid

Job Description

We are seeking an experienced Senior Zendesk Developer / Implementation Specialist with 6–9 years of overall IT experience and a minimum of 4 years of hands-on Zendesk experience. The ideal candidate will have strong expertise in Zendesk Support, Zendesk Guide, REST APIs, data extraction, migration, and enterprise system integrations.

The role involves leading Zendesk source-side technical activities for enterprise data migration, archival, platform consolidation, and transformation projects. The candidate will be responsible for assessing Zendesk environments, extracting and transforming data, managing attachments and knowledge content, and ensuring accurate data migration, reconciliation, and secure integration with target platforms.

Key Responsibilities

Assess Zendesk instances, enabled products, configurations, and existing integrations.

Perform inventory and analysis of Zendesk brands, forms, fields, users, organizations, groups, workflows, webhooks, and applications.

Configure Zendesk fields, forms, triggers, automations, workflows, roles, and permissions.

Analyze data volumes, historical records, attachments, and data quality issues.

Develop backend and integration components using Node.js or Python.

Build and manage enterprise integrations between Zendesk and ERP, finance, product data, and other business systems using REST APIs and middleware.

Develop scheduled jobs and batch processes with logging, retry, reconciliation, and error-handling capabilities.

Handle Zendesk data extraction, transformation, migration, and archival activities.

Manage ticket attachments, comments, audits, users, organizations, and knowledge-base content.

Implement custom modules, role-based access controls, data-retention policies, and record-hold functionality.

Develop migration manifests, control totals, reconciliation reports, and exception-handling processes.

Ensure data security, retention, access control, and compliance requirements are followed.

Collaborate with solution architects, migration teams, integration teams, security specialists, business stakeholders, and testing teams.

Provide technical documentation, troubleshooting, and support throughout migration and implementation activities.

Required Skills and Qualifications

6–9 years of overall IT experience.

Minimum 4 years of hands-on Zendesk experience.

Strong experience with Zendesk Support and Zendesk Guide.

Expertise in Zendesk REST APIs, incremental exports, and data extraction.

Strong understanding of Zendesk data objects, including tickets, comments, audits, users, organizations, forms, and custom fields.

Experience handling ticket and knowledge-base attachments.

Strong knowledge of REST APIs, JSON, OAuth, API tokens, and webhooks.

Experience with Node.js or Python for backend development and integration.

Knowledge of SQL and relational databases.

Experience with batch processing, retry mechanisms, checkpoints, and restart capabilities.

Hands-on experience with data migration, transformation, reconciliation, and exception handling.

Strong troubleshooting, technical documentation, and stakeholder-management skills.

Preferred Skills

Experience migrating data into and out of Zendesk.

Experience with CRM, IT Service Management (ITSM), and archival platforms.

Familiarity with enterprise ETL and middleware platforms.

Experience with cloud staging environments and secure file transfers.

Relevant Zendesk certifications.