Workflow Automation & AI Engineer

• Design, develop, and deploy workflow automations that streamline cross-functional business processes across Employee Services, IT, and People Operations.

• Partner with business stakeholders and IT teams to analyze complex workflows and reimagine them through automation, AI, and integration solutions.

• Build automations leveraging tools such as Zendesk, Workato, Google Workspace, Slack, and Workday - connecting systems to reduce manual work and improve employee experience.

• Experiment with AI-powered agents, copilots, and workflow automation frameworks to reduce repetitive tasks and enable higher value targets. 

• Collaborate closely with the AI & Automation Director, AI Governance, and Enterprise Architecture teams to evaluate and pilot new AI tools responsibly and securely.

• Create reusable automation templates, integration patterns, and documentation to accelerate adoption of automation capabilities across Zendesk.

• Assess incoming automation requests, maintain and prioritise a backlog, and collaborate with leadership to align execution based on impact, effort, and strategic objectives.

• Support the development of performance metrics (ROI, time-savings, productivity gains) and continuous improvement of automations in production.

• Evangelize AI-first thinking by demonstrating how automation and AI can enhance service delivery and employee productivity.

• 5+ years of experience in workflow automation, integration engineering, or low-code/no-code development.

• Demonstrable hands-on experience designing, building, and maintaining automation workflows in one or more of the following: Zapier, n8n, Make (Integromat), Workato, UiPath, or comparable iPaaS / RPA tools.

• Familiarity with AI and machine learning APIs (e.g., OpenAI, Google Vertex AI, Anthropic) and prompt design principles.

• Demonstrated expertise in ITSM processes (incident, request, change, service catalog) and HR operations workflows (onboarding, offboarding, payroll, benefits) in a large enterprise environment.

• Hands-on experience with enterprise ITSM/ESM SaaS platforms (including configuration, integration, automation, reporting) ensuring controls, resilience, governance and scalability.

• Experience working with REST APIs, JSON, and webhooks to integrate SaaS systems.

• Solid scripting or programming fundamentals (Python, JavaScript, or equivalent).

• Comfort operating in agile environments with rapid prototyping, iteration, and stakeholder feedback loops.

• Exceptional analytical, problem-solving, and communication skills; able to translate business needs into scalable automation solutions.

• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.

• 3–5 years of hands-on experience designing and deploying automations in enterprise environments.

• Hands-on experience deploying or integrating major enterprise SaaS platforms - for example: Zendesk, Workday, Google Workspace, Slack and familiarity with related ecosystems (e.g., identity/authn, API-connectors, data flows).

• Strong familiarity with AI-agent/LLM orchestration frameworks (for example LangChain, CrewAI, or equivalent) - including designing conversational or task-oriented agents, integrating external tools/APIs, and operationalising them in production-grade environments.

• Demonstrated ability to measure automation or AI-driven initiatives using meaningful metrics such as process time-savings, SLA/XLA improvement, error-reduction, employee satisfaction or user adoption rates.

• Deep understanding of data privacy, governance, and responsible AI practices — including how to embed controls, auditability, vendor risk, bias mitigation and privacy by design into automation/AI initiatives.

• Proven experience operating in a global, distributed enterprise environment — including multi-region, multilingual, hybrid infrastructure (cloud + on-premises), and managing cross-regional security, compliance and resilience requirements.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration—while also giving you flexibility to work remotely. You will be required to attend one of our global offices at least three days per week. The specific in-office schedule and location will be determined by your hiring manager in consultation with your team.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.