Zendesk Apps Framework (ZAF) Engineer (Node.js/AWS)

UKEESS Software House is seeking a Zendesk Apps Framework (ZAF) Engineer (Node.js/AWS) to join our team for a full-time position (remotely in Ukraine or in Lviv’s office).
 

In this role, a teammate will design, build, and deploy a Zendesk App (ZAF) that integrates our CRM data within Zendesk, streamlining agent workflows, reducing context switching, and improving data quality. The role spans front-end app development, back-end services on AWS, secure integrations, testing, CI/CD, and operational readiness.

About the Customer and the Project:

Our customer is the world’s largest DNA network from the USA. This presents a unique opportunity to work with more than 60 billion digitized global historical records, 100 million family trees, and 18+ million people in their growing database. Our customers help people discover their family stories and gain actionable insights about their health and wellness.

Required Skills and Experience

• Proven experience building and shipping ZAF apps (v2), including manifest configuration, lifecycle event handling, client request, secure settings, and i18n
• Deep understanding of Zendesk Support and Agent Workspace: ticket fields/forms, triggers/automations, webhooks, macros, and app locations
• Strong proficiency in Node.js and modern JavaScript/TypeScript for both front-end and back-end
• Experience with REST APIs, authentication/authorization (OAuth 2.0, JWT), and secure integration patterns
• AWS: Lambda/API Gateway, S3/CloudFront, DynamoDB or RDS, IAM, Secrets Manager/Parameter Store, CloudWatch; Infrastructure as Code
• Security-first mindset: OWASP best practices, secure coding, encryption, CORS/CSRF, least-privilege IAM, privacy/PII handling
• Strong communication skills
• English: Upper intermediate (both spoken and written)

Preferred Qualifications

• Familiarity with other CRMs (Salesforce, Odoo) and queue-based architectures (SQS/SNS, Kafka)
• Observability tooling (NewRelic) and performance optimization techniques (caching, feature flags)

Education and Experience

• Bachelor’s degree in Computer Science or related field, or equivalent practical experience
• 3–5+ years of professional experience building SaaS integrations or customer service tooling, with at least 2+ years focused on Zendesk apps or similar frameworks

Responsibilities

• Design and develop ZAF applications (v2) for Zendesk Support/Agent Workspace, including UI in relevant app locations (e.g., ticket sidebar, top bar)
• Build responsive, accessible front-end components leveraging ZAF SDK, modern JS/TS
• Implement secure back-end services in Node.js on AWS to handle authentication, data synchronization, and webhook/event processing
• Integrate with Zendesk APIs and external CRM APIs; implement OAuth 2.0/JWT flows and secure credential storage
• Handle pagination, rate limits, retries, idempotency, and robust error handling for all API calls
• Configure and leverage Zendesk business rules (triggers, automations, webhooks) to support app workflows
• Set up CI/CD pipelines, automate testing and deployments, and establish environments for development, staging, and production
• Write unit, integration, and end-to-end tests; validate with ZAT; ensure performance and reliability
• Implement logging, monitoring, and alerting; create runbooks and support processes for incident response
• Produce clear documentation: architecture, API contracts, configuration guides, admin/agent guides, and handover materials
• Collaborate with product, support operations, and QA to gather requirements, prototype features, and iterate based on feedback
• Lead app packaging and submission processes for private deployment (and marketplace, if applicable), including compliance artifacts

What do we offer our new colleague?

• Competitive compensation (based on market data, but also depending on the technical level of the candidate)
• Flexible work schedule
• 3 health packages to choose from
• Annual paid vacation and state holiday celebration
• Free English classes (online)
• Individual approach to professional growth
• Lack of bureaucracy and micromanagement
• Modern, comfortable office facilities (a barbecue zone, kitchens, lounge rooms, coffee machines, etc.)
• Foreign business trips (after the war)
• On-site parking lot and charge station for Electric Cars
• Corporate gifts, celebrations, and fun activities
• Sports activities: ping-pong, soccer, work-out
   

Suppose you have a passion for solving challenging problems, building scalable, robust systems, love working with the latest technologies in a fast-paced, flexible environment, and are excited about the prospect of having a significant impact on products with more than 3 million paying subscribers. 
In that case, we want to talk to you! ;-)