Sr. Zendesk Developer

Job description

**About Lyra Health** Lyra Health is a leading provider of evidence-based mental health care, serving more than 20 million people globally in partnership with employers and more than 100 million through health plan and partner relationships. The company has delivered more than 15 million sessions of mental health care, published more than 35 peer-reviewed studies, and delivered unmatched outcomes in terms of access, clinical effectiveness, and cost efficiency. Extensive peer-reviewed research confirms Lyra’s transformative care model helps people recover twice as fast and results in a 26% annual reduction in overall healthcare claims costs. Lyra is transforming access to life-changing mental health care through Lyra Empower, the only fully integrated, AI-powered platform combining the highest-quality care and technology solutions. **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