Integration Developer

Contract

Outside IR35

Rate - TBA

2 Month Contract (Possibility of Extension)

January start Date

Role Overview - My Client are seeking an experienced Integration Specialist to implement automation capabilities within the customer services department of a leading UK retailer. The role focuses on developing a solution for high-volume WISMO (Where Is My Order) queries and a custom app for order management tasks, seamlessly integrating with APIs for parcel tracking and SAP-based ERP systems.

Key Responsibilities

1. Development

• Implement ZenDesk Copilot to automate WISMO queries, enabling API integrations with parcel tracking platforms such as Metapack.
• Build AI-enabled workflows to map user intents to actions and present API responses to end-users via multiple channels (email, chat, WhatsApp).

2. Custom ZenDesk App Development

• Develop a streamlined UI using ZenDesk Apps Framework (ZAF) to support order cancellations, refunds, and replacements.
• Integrate the custom app with SAP/Hybris APIs for order management functionalities
• Optimize app performance for Customer Service (CS) agents.

3. API Integration Expertise

• Configure and manage APIs for parcel tracking systems (eg, Metapack).
• Integrate ZenDesk with SAP/Hybris to enable seamless order status retrieval, order modifications, and tracking.

4. Testing & Deployment

• Conduct UAT (User Acceptance Testing) and resolve issues identified during the testing phase.
• Implement a phased rollout ensuring minimal disruption to CS operations.

5. Collaboration

• Work closely with internal IT teams, CS stakeholders, and API providers to enable secure, reliable API connections.
• Gather feedback and refine the UI/UX for maximum efficiency and usability.

Required Skills & Experience

API Integration Skills:

• Expertise in integrating internal and external APIs (eg, Metapack for parcel tracking, SAP/Hybris ERP for order management).
• Proficient in designing secure, RESTful API calls and mapping responses to Front End applications.

Order Management Systems:

• Strong understanding of ERP systems like SAP/Hybris and order life cycle processes (cancellations, refunds, replacements).
• Familiarity with order shipping tools (eg, Metapack).

Technical Skills:

• Solid experience in programming languages/frameworks relevant to ZenDesk (eg, JavaScript, Node.js).
• UI/UX design skills for creating intuitive agent-facing interfaces.

AI Automation:

• Experience implementing AI-driven solutions for customer service workflows.
• Understanding of intent mapping, chatbot configurations, and AI API calls.

Project Management:

• Ability to work in phased delivery timelines and meet project milestones (eg, delivery of WISMO automation and custom app features).

Integration Developer