Principal Consultant – Customer Care Automation (Zendesk)

Responsibilities

Act as the technical brain of the Customer Care Automation product and serve as the primary technical sparring partner for the Product Owner. Translate business requirements into a stable, scalable, and future-proof technical solution and guide the development team in its implementation.

• Conceptually own and design the integration architecture between Zendesk and the OBI system landscape, defining Zendesk as the central execution and orchestration layer. Design and document end-to-end data flows across a hybrid enterprise environment.

• Evaluate and design CTI integrations with Zendesk (e.g. Cisco Webex Contact Center) to enable efficient call routing, call handling, and seamless ticket processing within the Zendesk Agent Workspace.

• Design the architecture for a 360-degree customer, order, and transaction view by consolidating multiple data sources and enriching Zendesk with contextual information (e.g. VIP ranking and advanced agent views).

• Own the conceptual design and configuration of the Zendesk Suite, including complex setups with triggers, automations, workflows, forms, and business rules. Support internationalization and country-specific requirements for new market rollouts.

• Provide proactive technical consulting and governance for the platform roadmap, including the evaluation and controlled integration of AI-driven solutions (AI agents, copilots, chatbots) to improve efficiency while ensuring clean data flows and robust ticket workflows.

• Ensure architectural stability and scalability by defining standards and actively driving test automation, monitoring, and alerting for custom integrations and extensions.

• Act as technical authority and quality anchor for the development team; guide implementation, lead technical check-ins, review solutions and tickets, and ensure architectural consistency across the platform.

Benefits

• Motivizer Benefits Platform to choose and manage all your benefits in one place. You receive a budget (550 PLN monthly). You can choose medical care package, meal tickets, sports cards (we have Multisport and on preferential terms, we have membership cards to one of the most popular Gyms), cinema tickets, shop vouchers, discounts and many more.

• Language Courses – you'll have access to a multi-language learning platform enabling you to practice you language skills and learn new ones!

• Regular and systematic further training opportunities - both internally and from external providers. We support your ongoing learning and development.

• Cooperation within  an internal community is our everyday reality. We have networking events, coding challenges, and company parties for different occasions.

Qualifications

• Successfully completed a degree in computer science, mathematics, physics, or a comparable field of study

• Deep expertise in integration architecture, including REST APIs, Webhooks, and event-driven patterns, combined with strong technical requirements engineering skills to translate business requirements into clear technical concepts and epics.

• Proven, hands-on expertise in the conceptual design and configuration of the Zendesk Suite (triggers, automations, workflows, forms) and in working with Zendesk APIs or comparable enterprise SaaS platforms.

• Strong system-level understanding with the ability to quickly grasp a hybrid enterprise landscape combining SaaS solutions and cloud-based services; experience with Node.js and tools such as Jira is an advantage.

• High level of proactivity and ownership, with the ability to independently identify technical challenges and propose pragmatic, value-oriented solutions.

• Excellent communication skills in English and Polish, with the ability to clearly explain complex technical designs and trade-offs to Product Owners, stakeholders, and development teams. German language skills a plus but no requirement.

• Pragmatic mindset, balancing clean and sustainable architecture with fast delivery of business value (MVP-driven).

• Openness to hybrid work and regular visits in Katowice office. 

Develop yourself and the digital future – at Reply!

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