Workflow Automation & AI Engineer

Job Description

At Zendesk we are looking for Results-driven Workflow Automation & AI Integration Engineer with 6 years of experience designing implementing and optimizing automated business processes. Expert in integrating AI solutions and SaaS platforms to drive efficiency reduce manual effort and deliver measurable business impact. Proven collaborator skilled in scripting API integration and responsible AI practices.

What youll be doing

• 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.

What you bring to the role

• 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.

Basic Qualifications

• Bachelors degree in Computer Science Information Systems or equivalent practical experience.

• 35 years of hands-on experience designing and deploying automations in enterprise environments.

Preferred Qualifications

• 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.

Where We Work
Zendesk is not your average tech company. We have all the stuff youd expect - competitive pay benefits appealing offices snacks and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance from flexible hours to remote work to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

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 were 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 with your specific accommodation request.