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
Group 1001 is a collective that empowers companies to create positive growth. Our insurance and annuities are easy to understand and accessible to all. It was founded in 2013, and is headquartered in Zionsville, Indiana, USA, with a workforce of 1001-5000 employees. Its website is https://group1001.com/.