Enterprise Applications Engineer (Zendesk, Fintech)

TL;DR

Enterprise Applications Engineer (Zendesk/Fintech): Owning the configuration, integration, and optimization of the Zendesk platform to ensure scalable customer service operations with an accent on API integrations and platform automation. Focus on designing bi-directional data syncs, implementing AI capabilities, and enhancing agent productivity.

Location: Hybrid (London, UK)

Company

A financial technology business revolutionising retirement, savings, and financial wellbeing through a cloud-native digital platform.

What you will do

• Manage day-to-day administration of Zendesk Support, Guide, Chat, Talk, and Explore.
• Design and maintain integrations between Zendesk and enterprise systems using APIs, Webhooks, and SSO solutions like Okta/Entra ID.
• Optimize ticket fields, forms, workflows, triggers, automations, and SLAs to drive agent efficiency.
• Lead the implementation of AI capabilities, including Answer Bot and AI agents.
• Develop custom reports and dashboards in Explore to provide actionable insights to leadership.
• Gather business requirements from stakeholders and translate them into technical Zendesk solutions.

Requirements

• 3–5+ years of experience as a Zendesk Administrator, Developer, or Integration Specialist in an enterprise environment.
• Strong proficiency in Zendesk configuration, including triggers, automations, and Explore reporting.
• Experience with Zendesk integrations using APIs, Webhooks, and tools like Zapier or Segment.
• Technical proficiency in JavaScript, HTML/CSS, REST APIs, and basic SQL.
• Must be based in or able to commute to London for hybrid work.
• Zendesk Support Admin Certification is highly preferred.

Culture & Benefits

• 25 days holiday per year, increasing with service, plus a fully-paid five-week sabbatical after five years.
• £500 annual training budget for professional development.
• Extensive private healthcare, including dental and eyecare, and enhanced sick leave.
• Enhanced parental leave (6 months fully paid maternity; 3 weeks fully paid paternity).
• Office wellbeing perks such as manicures, massages, and barbers.
• Employee discounts from sister company Arena Flowers.