Workflow & Systems Engineer, Operations

**Group 1001** is a consumer\-centric, technology\-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can\-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees. **Why This Role Matters:** This role is centered on operational workflow engineering and continuous process improvement. The Workflow \& Systems Engineer is responsible for designing, building, and optimizing operational workflows within Zendesk and supporting automation tools, with a focus on driving towards zero\-touch processing where applicable by identifying and eliminating manual intervention points across operational workflows. This individual translates business requirements into system configurations, automations, and AI\-driven solutions that improve efficiency, reduce manual effort, and enable data\-driven decision\-making. This individual serves as a bridge between business stakeholders and engineering/IT teams, partnering with IT on platform\-level integrations and enhancements while owning Zendesk configuration, AI/automation initiatives, and operational reporting. **How You'll Contribute:** * 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 **Zendesk Administration \& Workflow Design** * 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 oppo