Workflow & Systems Engineer, Operations

Group 1001

8d•$65,000 - $85,000•Remote

About The Position

This role is centered on operational workflow engineering and continuous process improvement. The Workflow & Systems Engineer is responsible for designing, building, and optimizing operational workflows within Zendesk and supporting automation tools, with a focus on driving towards zero-touch processing where applicable by identifying and eliminating manual intervention points across operational workflows. This individual translates business requirements into system configurations, automations, and AI-driven solutions that improve efficiency, reduce manual effort, and enable data-driven decision-making. This individual serves as a bridge between business stakeholders and engineering/IT teams, partnering with IT on platform-level integrations and enhancements while owning Zendesk configuration, AI/automation initiatives, and operational reporting.

Requirements

Bachelor's degree in Business Administration, Information Systems, Computer Science, or related field
2+ years of experience in a business analyst, workflow analyst, systems administrator, or operations technology role
Zendesk administration experience — configuration of triggers, automations, macros, routing, SLAs, and reporting (Explore)
Demonstrated interest or hands-on experience with AI tools, automation platforms, or process automation
Strong analytical skills with logical thinking and process orientation
Excellent communication, documentation, and organizational skills
Microsoft Office proficiency (Excel in particular)
Ability to manage multiple projects and work cross-functionally

Nice To Haves

Zendesk Administrator certification
Experience implementing or managing AI features — chatbots, intelligent triage, auto-tagging, generative AI tools
Familiarity with low-code/no-code automation platforms (Zapier, Make, Power Automate)
Experience evaluating and integrating third-party apps, plugins, or marketplace solutions into a workflow or ticketing platform
Basic API/integration knowledge (REST APIs, webhooks, Postman) for connecting Zendesk with other systems
Basic SQL or experience with BI/data analysis tools (QuickSight, Tableau, Looker)
Light scripting ability (Python, JavaScript) for custom automations or data manipulation — strongly preferred
Experience working in a contact center or customer operations environment
ITIL, Lean, or Six Sigma exposure

Responsibilities

Own the design, configuration, and continuous improvement of Zendesk workflows, automations, and agent experience
Drive towards zero-touch processing by identifying manual intervention points and engineering automated solutions to eliminate them
Identify, evaluate, and implement AI and automation opportunities that reduce toil, improve quality, and scale operations — including evaluating and leveraging third-party applications and marketplace integrations to streamline operations
Build and own operational dashboards and reporting frameworks that provide leadership visibility into workflow performance, bottlenecks, automation impact, and opportunities for improvement
Partner with IT/Engineering on platform integrations and cross-platform needs, serving as the operations subject matter expert for requirements, testing, and acceptance
Bridge business stakeholders and technical teams by gathering requirements, scoping solutions, and translating operational needs into actionable configurations
Champion a culture of continuous process improvement, constantly evaluating how workflows can be made more efficient, more automated, and closer to straight-through processing
Design, build, and optimize Zendesk workflows including triggers, automations, routing rules, macros, views, SLAs, ticket forms, custom fields, and escalation paths
Manage Zendesk Suite administration across Support, Guide (knowledge base), Talk/Chat channels, and Explore reporting
Analyze existing business processes and identify opportunities to streamline through Zendesk configuration improvements
Evaluate, recommend, and implement third-party applications and marketplace integrations that plug into the workflow system to extend capabilities and reduce manual effort
Test and QA all configurations in sandbox environments before production deployment
Manage user roles, permissions, groups, and organizational structures within Zendesk
Evaluate and implement AI-powered tools within the operations workflow — including Zendesk AI features (intelligent triage, auto-tagging, suggested macros, generative replies) and third-party AI/automation platforms
Build and manage chatbot flows, auto-response logic, and self-service deflection strategies
Identify and map manual touchpoints across operational workflows and develop automation strategies to achieve zero-touch processing where applicable
Identify repetitive, manual processes and engineer automation solutions using native platform capabilities, low-code tools (e.g., Zapier, Make), or scripting
Monitor automation performance and continuously tune for accuracy, coverage, and customer experience quality
Stay current on emerging AI/automation capabilities relevant to customer operations and recommend adoption where appropriate
Develop and maintain dashboards and reports in Zendesk Explore covering resolution times, first response times, agent productivity, SLA adherence, CSAT, and workflow throughput
Design and own executive-level dashboards that surface actionable insights on workflow efficiency, automation coverage, and progress towards zero-touch processing goals
Build reporting on AI/automation impact — deflection rates, auto-resolution rates, bot effectiveness, and time savings
Monitor operational KPIs and proactively surface trends, anomalies, and improvement opportunities to leadership
Support cross-platform reporting needs by exporting or integrating Zendesk data with broader BI tools as needed
Partner with IT/Engineering teams on platform integration requirements, providing operational context, acceptance criteria, and UAT support
Serve as the operations liaison for any platform integration work between Zendesk, CRM, and internal systems
Collaborate with third-party vendors on platform enhancements, feature requests, and issue resolution
Work with SMEs and cross-functional stakeholders to identify process improvements and prioritize enhancements
Document all workflows, SOPs, system configurations, and automation logic for knowledge management and onboarding
Gather business requirements from operations teams and translate them into technical specifications and configuration plans
Assist in special projects related to new tool evaluations, platform enhancements, and operational scaling initiatives