Developer, CRM, II

Carrington Mortgage • Phoenix, AZ

1d • Remote

About The Position

As a CRM Developer II, you will be responsible for collaborating with business unit partners and IT peers to provide technical support in the design, development, implementation, and ongoing administration of the company’s Zendesk Customer Relationship Management (“CRM”)/customer support solution. Works under the general direction of senior team members and Servicing leadership. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The approved starting salary range for this role is $85,000 to $115,000 a year.

Requirements

• Bachelor’s degree in Computer Science or equivalent technical work experience.
• Three to five (3-5) years of hands-on experience designing, developing, implementing, and supporting Zendesk (Support, Guide, Talk, and/or Explore) or a comparable CRM/customer support platform.
• Three to five (3-5) years’ experience with JavaScript and SQL.
• Three to five (3-5) years’ experience with REST API integrations.
• Demonstrated experience with SDLC concepts, methodologies, and techniques.
• Working knowledge of Zendesk Support, Guide, and Talk (including SMS/voice channel configuration).
• Working knowledge of Zendesk Explore for reporting and dashboard development.
• Working knowledge of Zendesk Apps framework, triggers/automations, and Liquid markup.
• Familiarity with Zendesk Sunshine and REST API-based integrations.
• Good verbal and written communication skills.
• Good analytical, facilitation, and problem-solving skills
• Highest standards of accuracy and precision
• Highly organized, ability to think creatively, highly driven, and self-motivated.
• Team player with the ability to work effectively with changing priorities in a dynamic environment.
• Detail-oriented with strong analytical skills and problem-solving skills.
• Comfortable interacting with all levels of business clients
• Ability to work independently with general supervision.

Nice To Haves

• Experience supporting a shared Zendesk instance across multiple business lines is a plus.
• Zendesk administration certification preferred.

Responsibilities

• Serve as a CRM technical contributor and administrator for Carrington’s Zendesk customer support platform (Support, Guide, Chat/Messaging, Talk, and Explore).
• Provide Zendesk technical guidance to business partners, end users, and the Project Management Office (PMO) on assigned initiatives.
• Participate in business planning sessions addressing Zendesk enhancements, integrations, and day-to-day operational issues.
• Work with business management and the PMO on the planning of new Zendesk configurations and changes to existing workflows.
• Assist with system design activities and business/system impact analysis for initiatives that introduce, modify, or upgrade Zendesk applications.
• Provide technical support in the development and implementation of Zendesk integration efforts with other enterprise applications, using Zendesk APIs and webhooks.
• Support workflow analysis and process improvement activities that affect Zendesk applications.
• Design, configure, test, and deploy changes to Zendesk fields, forms, triggers, automations, macros, views, and dashboards.
• Help maintain Zendesk configuration to align with corporate strategy and business unit needs.
• Develop custom Zendesk (Explore) reports and dashboards requested by the business lines.
• Follow Carrington’s SDLC practices, methodologies, and change control policy in the development and rollout of Zendesk changes.
• Assist with administering Zendesk security roles, groups, and user permissions across assigned business lines.
• Provide system administration support for Zendesk applications, including researching and troubleshooting issues, replicating problems in the test/sandbox environment, and coordinating fixes and upgrades.
• May develop end-user documentation, including application job aids and workflow guides.
• May assist in training end users on new Zendesk features and changes to system functionality.
• Perform other special projects and duties as assigned or requested.

Benefits

• Comprehensive healthcare plans for you and your family.
• Discretionary 401(k) match of 50% of the first 4% of pay contributed.
• Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
• Customized training programs to help you advance your career.
• Employee referral bonuses.
• Educational Reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level