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AI Summary
About Foundever ™
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Business Unit Summary
🚀 Join the Future of Digital Transformation in CX!
At Foundever, we are revolutionizing customer experience (CX) with cutting-edge digital solutions.
As we grow, we are building a pioneering Digital Services organization, and we’re looking for exceptional talent to join our Professional Services – CX Interaction Management team.
This is your chance to be part of a dynamic, forward-thinking team working on high-impact projects that drive innovation in the CX space!
If you’re passionate about end-to-end solution implementations, working with top-tier CX technology, and driving customer success, this role is for you!
Job Summary
The Technical Delivery – Zendesk Integrations & Configuration role designs, configures, and delivers Zendesk technical solutions, with a strong focus on API integrations, data flows, and technical platform configuration. The role partners with Digital Services Delivery, IT, and client stakeholders to translate requirements into scalable implementations, maintain stable production operations, and continuously enhance platform performance and automation.
As the client’s technical partner, you will lead technical workshops and client calls, guiding discussions from discovery through delivery. You will collaborate closely with internal teams including Professional Services Delivery, Solutions, Account Management, and other IT teams to ensure alignment and successful outcomes.
Duties and Responsibilities
Your key responsibilities will include:
- Own the technical delivery of Zendesk integrations and advanced configuration, focusing on APIs, middleware/iPaaS data flows, webhooks, and authentication.
- Translate functional requirements into technical designs (integration specs, data mapping, error handling, non-functional requirements) and validate with client IT and internal teams.
- Build, configure, and maintain integration-related Zendesk components (connectors/apps, routing dependencies, automation enablers) and ensure secure, scalable implementations.
- Lead technical workshops and client calls on architecture, integration decisions, and environment readiness (functional workshops/training/testing are BA-led).
- Troubleshoot and resolve technical issues across integrations and platform configuration, performing root-cause analysis and driving permanent fixes.
- Prepare production readiness: monitoring approach, operational handover inputs, and support procedures for integration components.
Why You’ll Love This Role:
🚀 Be at the forefront of CX transformation, working with leading CXM technical delivery
🌍 Work with global clients across the U.S. and EMEA, delivering cutting-edge solutions in a fast-paced, dynamic environment
💡 Collaborate with a talented team of experts in AI, automation, performance, and agent tools to deliver exceptional results
🔹 Drive business success by managing multiple projects and clients simultaneously, with opportunities to showcase your leadership and problem-solving skills
🎯 Grow professionally by working on complex, high-visibility projects while honing your technical, project management, and client relationship skills
Experience
Must have:
- 5+ years’ experience in technical delivery / implementation / technical project management within SaaS, CRM, or enterprise applications
- 3-6 years Zendesk experience in a technical role (integration and/or platform technical configuration)
- Strong client-facing capability: able to lead technical calls/workshops and serve as the technical point of contact
- Proven ability to manage multiple customers/projects in parallel (portfolio delivery)
- Hands-on experience with technical configuration, upgrades/deployments, and production support in live environments
- Solid understanding of integrations and architecture (APIs, data flows, SSO) and strong technical documentation practices
- Fluent English (written and spoken) — C1 minimum
Nice to have:
- Experience working in Professional Services environments with shared ownership across PM / technical delivery roles
- Familiarity with common delivery toolsets and frameworks: Git / GitLab, Jira, Confluence, Office 365
- Relevant Zendesk certifications (Admin and/or Developer)
- Exposure to iPaaS/middleware platforms and integration delivery patterns
- Experience supporting global/remote teams and managing stakeholder alignment across time zones
What We Offer
Impactful work. Opportunity to work on cutting-edge AI technologies that will be game-changers for our business.
Professional growth. Continuous learning and development opportunities in a dynamic, remote work environment.
Competitive compensation. Attractive salary and benefits package.
Collaborative environment. A supportive team culture with opportunities for occasional travel for training and industry events.
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