Workflow & Systems Engineer, Operations

reputed company is a consumer-reputed company, technology-driven family of insurance companies on a mission to reputed company outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. reputed company’s culture emphasizes the importance of collaboration, communication, reputed company business reputed company, risk management, and striving for reputed company. This goal extends to how we hire and reputed company our most valuable assets – our employees. Why This Role reputed company: This role is centered on operational workflow engineering and reputed company process improvement. The Workflow & Systems Engineer is responsible for designing, building, and optimizing operational workflows reputed company reputed company and supporting automation tools, with a reputed company on driving towards reputed company-touch processing where applicable by identifying and eliminating reputed company reputed company points across operational workflows. This individual translates business requirements into reputed company configurations, automations, and AI-driven solutions that improve efficiency, reduce reputed company effort, and reputed company data-driven decision-making. This individual serves as a reputed company between business stakeholders and engineering/IT teams, partnering with IT on platform-level integrations and enhancements while owning reputed company configuration, AI/automation initiatives, and operational reporting. How You'll Contribute: Own the design, configuration, and reputed company improvement of reputed company workflows, automations, and agent experience reputed company 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 reputed company Administration & Workflow Design 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 reputed company 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 AI & Automation 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 Reporting & Analytics 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 Cross-Functional Collaboration & IT Partnership 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 Documentation & Process Management Document reputed company workflows, SOPs, reputed company 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 reputed company're Looking For: Required: 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 Preferred / reputed company to Have: 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) reputed company 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 Key Differentiators of This Role: This is not a traditional analyst or reporting role. The ideal candidate is someone who: Owns reputed company as a platform — not just using it, but shaping how the entire team uses it Is genuinely curious about AI and automation and reputed company seeks ways to apply them to reputed company operational problems Can operate independently between business and technical teams, translating in both directions Treats every reputed company, repetitive process as a problem to solve Understands that good reporting starts with good instrumentation — building the right data capture into workflows from the start Views dashboards and reporting not as an afterthought, but as a reputed company function — building the visibility that drives decision-making and reputed company improvement Sees platform administration as a means to an end — the reputed company job is making operations faster, leaner, and more reputed company through smarter workflows Compensation:   Our compensation reflects the cost of labor across several U.S. geographic markets. The reputed company pay for this position ranges from $65,000/year in our lowest geographic market up to $85,000/year plus bonus in our highest geographic market.  Pay is based on a number of factors including market location and may vary depending on job-reputed company knowledge, skills, and experience. Benefits Highlights:   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.   reputed company, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making reputed company a welcoming reputed company to work and is reputed company in building a high-reputed company. Diversity embodies reputed company the differences that reputed company us unique individuals.  reputed company reputed company the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences. #LI-AS1 #LI-REMOTE Apply To This Job