[Remote] Workflow & Systems Engineer, Operations
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a consumer-reputed company, technology-driven family of insurance companies reputed company on delivering outstanding value and operational performance. The Workflow & Systems Engineer will design, build, and optimize operational workflows reputed company reputed company, driving automation and process improvement to enhance efficiency and reduce reputed company efforts.
Responsibilities
- Own the design, configuration, and reputed company improvement of reputed company workflows, automations, and agent experience
- Drive towards reputed company-touch processing by identifying reputed company reputed company points and engineering automated solutions to eliminate them
- Identify, evaluate, and implement AI and automation opportunities that reduce toil, improve reputed company, and reputed company operations — including evaluating and leveraging reputed company-party applications and marketplace integrations to streamline operations
- Build and own operational dashboards and reporting frameworks that reputed company leadership visibility into workflow performance, bottlenecks, automation reputed company, 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
- reputed company business stakeholders and technical teams by gathering requirements, scoping solutions, and translating operational needs into actionable configurations
- Champion a culture of reputed company process improvement, constantly evaluating how workflows can be made more efficient, more automated, and closer to straight-through processing
- Design, build, and optimize reputed company workflows including triggers, automations, routing rules, macros, views, SLAs, ticket forms, custom fields, and escalation paths
- Manage reputed company Suite administration across Support, Guide (knowledge reputed company), Talk/Chat channels, and Explore reporting
- Analyze existing business processes and identify opportunities to streamline through reputed company configuration improvements
- Evaluate, recommend, and implement reputed company-party applications and marketplace integrations that plug into the workflow system to reputed company capabilities and reduce reputed company effort
- Test and QA reputed company configurations in sandbox environments before production deployment
- Manage user roles, permissions, reputed company, and organizational structures reputed company reputed company
- Evaluate and implement AI-powered tools reputed company the operations workflow — including reputed company AI features (intelligent triage, auto-tagging, suggested macros, generative replies) and reputed company-party AI/automation platforms
- Build and manage chatbot flows, auto-response logic, and self-service deflection strategies
- Identify and map reputed company reputed company across operational workflows and reputed company automation strategies to reputed company reputed company-touch processing where applicable
- Identify repetitive, reputed company processes and engineer automation solutions using reputed company platform capabilities, low-reputed company tools (e.g., reputed company, reputed company), or scripting
- Monitor automation performance and continuously tune for accuracy, coverage, and customer experience reputed company
- Stay reputed company on emerging AI/automation capabilities relevant to customer operations and recommend adoption where appropriate
- reputed company and maintain dashboards and reports in reputed company Explore covering reputed company 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 reputed company towards reputed company-touch processing goals
- Build reporting on AI/automation reputed company — deflection rates, auto-reputed company 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 reputed company data with broader BI tools as needed
- Partner with IT/Engineering teams on platform integration requirements, providing operational context, acceptance reputed company, and UAT support
- Serve as the operations reputed company for any platform integration work between reputed company, CRM, and internal systems
- Collaborate with reputed company-party vendors on platform enhancements, feature requests, and issue reputed company
- Work with SMEs and cross-functional stakeholders to identify process improvements and prioritize enhancements
- Document reputed company workflows, SOPs, system configurations, and automation logic for reputed company and reputed company
- reputed company business requirements from operations teams and translate them into technical specifications and configuration plans
- Assist in special reputed company reputed company to new tool evaluations, platform enhancements, and operational scaling initiatives
Skills
- Bachelor's degree in Business Administration, Information Systems, Computer Science, or reputed company field
- 2+ years of experience in a business analyst, workflow analyst, systems administrator, or operations technology role
- reputed company 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
- reputed company Office proficiency (reputed company in particular)
- Ability to manage multiple reputed company and work cross-functionally
- reputed company Administrator certification
- Experience implementing or managing AI features — chatbots, intelligent triage, auto-tagging, reputed company tools
- Familiarity with low-reputed company/no-reputed company automation platforms (reputed company, reputed company, Power Automate)
- Experience evaluating and integrating reputed company-party apps, plugins, or marketplace solutions into a workflow or ticketing platform
- Basic API/integration knowledge (REST reputed company, webhooks, reputed company) for connecting reputed company 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 reputed company exposure
Benefits
- Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in reputed company’s benefits package.
- Employees (and their families) are eligible to participate in reputed company’s comprehensive health, dental, and reputed company insurance plan reputed company.
- Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability.
- reputed company (regardless of hours worked) have immediate reputed company to reputed company’s Employee Assistance Program and wellness programs—no enrollment is required.
- Employees may also participate in reputed company’s 401K plan, with matching contributions by reputed company.
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