Principal Consultant – Customer Care Automation (Zendesk)

We are a joint venture between OBI and Reply Group, responsible for co-designing, building and operating mission-critical digital platforms for commerce, customer service, and omnichannel retail.

Our mission is to unite technology leadership with deep retail vision to implement standardized processes and scalable digital products that drive efficient support for one of Europe’s largest DIY retailers. Leveraging proven best practices, we advance the internationalization of products and the digital mindset of our partners, delivering consistent and business-critical solutions to support the targets of our customer.

• Successfully completed a degree in computer science, mathematics, physics, or a comparable field of study.
• Deep expertise in integration architecture, including REST APIs, Webhooks, and event-driven patterns.
• Strong technical requirements engineering skills to translate business requirements into clear technical concepts and epics.
• Proven, hands-on expertise in the conceptual design and configuration of the Zendesk Suite (triggers, automations, workflows, forms).
• Experience working with Zendesk APIs or comparable enterprise SaaS platforms.
• Strong system-level understanding with the ability to quickly grasp a hybrid enterprise landscape combining SaaS solutions and cloud-based services.
• Experience with Node.js and tools such as Jira is an advantage.
• High level of proactivity and ownership, with the ability to independently identify technical challenges and propose pragmatic, value-oriented solutions.
• Excellent communication skills in English and Polish, with the ability to clearly explain complex technical designs and trade-offs to Product Owners, stakeholders, and development teams.
• German language skills are a plus but not required.
• Pragmatic mindset, balancing clean and sustainable architecture with fast delivery of business value (MVP-driven).
• Openness to hybrid work and regular visits in Katowice office.

• Conceptually own and design the integration architecture between Zendesk and the OBI system landscape, defining Zendesk as the central execution and orchestration layer.
• Design and document end-to-end data flows across a hybrid enterprise environment.
• Evaluate and design CTI integrations with Zendesk (e.g. Cisco Webex Contact Center) to enable efficient call routing, call handling, and seamless ticket processing within the Zendesk Agent Workspace.
• Design the architecture for a 360-degree customer, order, and transaction view by consolidating multiple data sources and enriching Zendesk with contextual information (e.g. VIP ranking and advanced agent views).
• Own the conceptual design and configuration of the Zendesk Suite, including complex setups with triggers, automations, workflows, forms, and business rules.
• Support internationalization and country-specific requirements for new market rollouts.
• Provide proactive technical consulting and governance for the platform roadmap, including the evaluation and controlled integration of AI-driven solutions (AI agents, copilots, chatbots) to improve efficiency while ensuring clean data flows and robust ticket workflows.
• Ensure architectural stability and scalability by defining standards and actively driving test automation, monitoring, and alerting for custom integrations and extensions.
• Act as technical authority and quality anchor for the development team; guide implementation, lead technical check-ins, review solutions and tickets, and ensure architectural consistency across the platform.