Workflow Automation

Job Description At Zendesk, we are looking for a Results‑driven Workflow Automation & AI Integration Engineer with 6+ years of experience designing, implementing, and optimizing automated business processes. You will be an expert in integrating AI solutions and SaaS platforms to drive efficiency, reduce manual effort, and deliver measurable business impact. Proven collaboration skills, scripting experience, API integration expertise, and responsible AI practices are essential. What You’ll 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 re‑imagine them through automation, AI, and integration solutions. Build automations leveraging tools such as Zendesk, Workato, Google Workspace, Slack, and Workday to connect systems, 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. Evangelise 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. Hands‑on experience designing, building, and maintaining automation workflows in tools such as Zapier, n8n, Make, Workato, UiPath, or comparable iPaaS/RPA platforms. Familiarity with AI and machine learning APIs (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. Experience with enterprise ITSM/ESM SaaS platforms, including configuration, integration, automation, and reporting. 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 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. Preferred Qualifications Hands‑on experience deploying or integrating major enterprise SaaS platforms (Zendesk, Workday, Google Workspace, Slack) and familiarity with related ecosystems. Strong familiarity with AI‑agent/LLM orchestration frameworks (LangChain, CrewAI, or equivalent) and experience designing conversational or task‑oriented agents. 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 embedding controls, auditability, vendor risk, bias mitigation, and privacy by design into automation/AI initiatives. Experience operating in a global, distributed enterprise environment with multi‑region, multi‑language, hybrid infrastructure and managing cross‑regional compliance requirements. Location & Work Arrangement Applicants must be physically located in and plan to work from Mexico City (CDMX) or the State of Mexico (Estado de México). The role is hybrid: you will attend the local office part of the week, with the in‑office schedule determined by the hiring manager. Equal Opportunity & EEO Statement Zendesk is an equal‑opportunity employer dedicated to fostering a diverse and inclusive workplace. We consider individuals without regard to race, color, religion, national origin, age, sex, gender, gender identity, sexual orientation, marital status, medical condition, ancestry, disability, or veteran status. 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 require a reasonable accommodation in the application or hiring process, please contact peopleandplaces@zendesk.com with your request. #J-18808-Ljbffr