Workflow Automation & AI Engineer

Location

Mexico City, Mexico (CDMX) or Mexico State (Estado de Mexico). Must be physically located to plan to work from these regions.

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 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.
• 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 (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—to ensure 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

• 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—e.g., Zendesk, Workday, Google Workspace, Slack—and familiarity with related ecosystems.
• Strong familiarity with AI‑agent/LLM orchestration frameworks (LangChain, CrewAI, or equivalent) and operationalising them in production‑grade environments.
• 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.
• Proven experience operating in a global, distributed enterprise environment—multi‑region, multilingual, hybrid infrastructure (cloud + on‑premises)—and managing cross‑regional security, compliance, and resilience requirements.

Where We Work

Hybrid: The role is designed for onsite experience at the team level combined with remote flexibility. You will be required to attend one of our global offices at least three days per week, with the specific schedule and location determined by your hiring manager. The role must be situated in Mexico City (CDMX) or Mexico State (Estado de Mexico).

EEO Statement

Zendesk is committed to fairness and transparency. Artificial intelligence 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, proudly fostering global diversity, equity, and inclusion. Individuals seeking employment are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, 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/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please contact us. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law.