Enterprise Applications Engineer (Zendesk) in London

At Smart, our mission is to transform retirement, savings and financial wellbeing across all generations and around the world.

We are seeking an experienced Enterprise Applications Engineer with deep expertise in Zendesk to own the configuration, integration, optimisation and ongoing support of our Zendesk platform within our enterprise environment. This role will collaborate closely with Customer Support, IT, Engineering and business stakeholders to ensure Zendesk delivers seamless, scalable customer service operations, automations and analytics while integrating with other enterprise applications.

KEY RESPONSIBILITIES

• Platform Administration & Configuration
  • Manage day‑to‑day administration of Zendesk Support, Guide, Chat, Talk and Explore.
  • Configure and optimise ticket fields, forms, views, workflows, macros, triggers, automations, SLAs and business rules.
  • Manage user roles, permissions, groups, organisations and security settings.
  • Maintain and enhance the internal and external Knowledge Base (Guide) and self‑service experiences.
• Integrations & Enterprise Applications
  • Design, build and maintain integrations between Zendesk and other enterprise systems, custom APIs, SSO solutions (Okta, Entra ID).
  • Utilise Zendesk APIs, Webhooks, Zendesk Apps Framework (ZAF) and middleware for bi‑directional data sync and process automation.
  • Troubleshoot and resolve complex integration issues in a multi‑system environment.
• Optimization & Continuous Improvement
  • Analyse usage metrics and performance data to identify bottlenecks and drive enhancements that improve agent productivity and customer experience.
  • Lead projects to implement new features, AI capabilities (Answer Bot, AI agents) or process improvements.
  • Ensure data quality, governance and compliance within the platform.
• Reporting, Analytics & Support
  • Develop and maintain custom reports, dashboards and Explore queries to provide actionable insights to leadership.
  • Provide Tier 2/3 technical support and troubleshooting for Zendesk‑related issues.
  • Train and support internal teams (agents, admins, stakeholders) on best practices and new functionalities.
• Project & Stakeholder Management
  • Gather requirements from business units and translate them into Zendesk solutions.
  • Participate in or lead Zendesk‑related projects, upgrades and migrations in an enterprise context.
  • Stay current with Zendesk product updates, features and best practices.

WHO WE ARE LOOKING FOR

• 3–5+ years of hands‑on experience as a Zendesk Administrator, Developer or Integration Specialist in an enterprise environment.
• Strong proficiency in Zendesk configuration, including triggers, automations, SLAs, workflows and reporting (Explore).
• Experience with Zendesk integrations using APIs, Webhooks and tools such as Zapier, Segment or custom development.
• Solid understanding of customer support processes and metrics (CSAT, resolution time, ticket volume).
• Familiarity with enterprise systems and integration patterns (CRM, identity management, databases).
• Technical skills: JavaScript, HTML/CSS (for custom apps/themes), REST APIs and basic scripting/querying (e.g., SQL for reporting).
• Zendesk Support Admin Certification (or equivalent) is highly preferred; Zendesk Explore or other advanced certifications a plus.

Skills & Competencies

• Excellent problem‑solving and troubleshooting abilities.
• Strong communication and collaboration skills – able to work with both technical and non‑technical stakeholders.
• Customer‑focused mindset with a drive to improve the customer experience.
• Analytical skills for interpreting data and driving decisions.
• Ability to train and develop others to support enterprise applications.
• Proactive, detail‑oriented and a continuous learner.
• Demonstrate a commitment to teamwork and support for colleagues.

BENEFITS

• 25 days’ holiday per year, increasing with length of service.
• £500 annual training budget.
• Extensive private healthcare, including dental, eye care and EAP.
• Enhanced sick leave (three months’ pay per year).
• Enhanced maternity and paternity (maternity – 6 months fully paid / paternity – 3 weeks fully paid).
• Death in service insurance cover.
• Fully‑paid five‑week sabbatical after five years of employment.
• In‑office wellbeing services such as manicures, massages and barbers.
• 50% discount on orders from Arena Flowers, Britain’s most ethical florist.

EEO & INCLUSION STATEMENT

At Smart, we are committed to creating an inclusive and equitable workplace where everyone feels valued, respected and empowered to do their best work. We believe that diverse perspectives help us lead the way in transforming retirement, savings and financial wellbeing. We welcome differences in background, experience, thinking and identity, and we recognise that innovation is strongest when it is built on inclusion and fairness. We encourage applications from people of all backgrounds and experiences and do not discriminate on the basis of any protected characteristic. If you require any reasonable adjustments during the recruitment process or in the workplace, we encourage you to let us know – we are committed to supporting you.