[Remote] Workflow & Systems Engineer, Operations

Note: The job is a remote job and is open to candidates in USA. Group 1001 is a consumer-centric, technology-driven family of insurance companies focused on delivering outstanding value and operational performance. The Workflow & Systems Engineer will design, build, and optimize operational workflows within Zendesk, driving automation and process improvement to enhance efficiency and reduce manual efforts.

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

Skills

• 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
• 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

Benefits

• Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package.
• Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.
• Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability.
• All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.
• Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

Company Overview