Zendesk Apps Framework (ZAF) Engineer (Node.js/AWS) in UKEESS Software House

UKEESS Software House is looking forZendesk Apps Framework (ZAF) Engineer (Node.js/AWS)full-time (or in office in Lviv, or with the possibility of remote cooperation in Ukraine).

In this roleour future teammate will design, develop and deploy the Zendesk App (ZAF), which integrates data from our CRM into Zendesk, streamlining agent workflows, reducing tool switching and improving data quality. The role covers front-end application development, back-end services on AWS, secure integrations, testing, CI/CD and preparation for operational launch.

About the customer and the project:

This is one of the world's largest resources for family history research and DNA digitization (US client). With the help of this service, you can build your family tree, research your genealogy, learn interesting facts about your ancestors and find relatives on the basis of more than 60 billion digitized archive records (+ this number is constantly growing). Also, with the help of DNA analysis, for example, you can find relatives, determine ethnic origin, physical features, etc. (now there are almost 100 definitions by DNA analysis). In general, our customer is considered the largest in its business niche!

Necessary skills and experience

• Commercial application development and release experience, including manifest configuration, client requests, and i18n

• and JavaScript/TypeScript modern frameworks for both frontend and backend

• Experience working with REST API, authentication and authorization (OAuth 2.0, JWT), as well as with secure integration patterns

• AWS: Lambda/API Gateway, S3/CloudFront, DynamoDB or RDS, IAM, Secrets Manager/Parameter Store, CloudWatch; IaC

• Security Orientation:Knowledge and experience with OWASP best practices, secure programming, encryption, CORS/CSRF, least-privilege IAM, handling sensitive data/PII

• Excellent communication skills

• English:Upper-intermediate level (spoken and written)

Education and experience normal; text-decoration: none">

3-5+ years of experience in creating SaaS-applications or similar frameworks

font-style: normal; none">Responsibilities

• ZAF-applications (v2) development, including creation of UIin the appropriate areas of the application (for example, the sidebar of the ticket, the top panel)

• Creating adaptive, accessible front-end components using the ZAF SDK, modern JS/TS

• Implementing secured backend services in AWS for authentication/event processing
• Integration with Zendesk API and external CRM APIs; implementation of OAuth 2.0/JWT streams and secure credential storage

• Handling pagination, request limits, retries, idempotence and robust error handling for all API Calls

• Configuring and using Zendesk business rules (triggers, automations, webhooks) to support application workflows

• CI/CD setup, development and production environment
  > normal; text-decoration: none">Writing unit-, integration- and end-to-end tests; application validation using ZAT; ensuring productivity and reliability

• Implementation of logging, monitoring and alerting; creating runbooks and support processes for incident response

• Working with documentation: architecture, API contracts, configuration guides, admin/agent guides, project handover materials

• Collaborate with Product, Operations Support and QA to gather requirements, prototype and iterate based on feedback

• Managing the process of packaging and submitting an application for private deployment (and to the marketplace if neededibno), including the preparation of compliance documents

What do we offer a new colleague?

• Compensation based on the candidate's technical background

• Flexible work schedule normal; text-decoration: none">Free English lessons (online)

• Health insurance or two alternatives to choose from

• Individual plans for professional and personal development

400; text-decoration: none">

text-decoration: none">On-site parking and charging station for electric cars

none">Sports activities: table tennis, workout

Send us your resume and let's get to know each other! ;)

—--------------------------------------------------------------------------------

UKEESSSoftware 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! ;-)