Workflow & Systems Engineer, Operations

Group 1001

Workflow & Systems Engineer at Group1001 enhancing operational workflows within Zendesk. Focus on AI-driven solutions and continuous process improvements for operational efficiency.

Posted 5/21/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $65,000 - $85,000 per yearWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Zendesk administrationconfiguration of triggersautomationsmacrosroutingSLAsreportingAI toolsautomation platformsprocess automation

Soft Skills

analytical skillslogical thinkingprocess orientationcommunication skillsdocumentation skillsorganizational skillsproject managementcross-functional collaborationcontinuous process improvementproblem-solving