Digital Support Automation Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of the strategy, governance, and technical roadmap for the enterprise digital support platform.

• Outline the long-term development of workflow automation capabilities, enhancements to the platform, and its technical direction.

• Establish and oversee the standards for enterprise workflows and automation frameworks.

• Define architectural principles, standards for workflow design, methodologies for automation, documentation, testing requirements, and quality controls.

• Assess solution designs and act as the technical authority for the architecture of digital support.

• Set technical standards and make decisions on complex architectural issues.

• Ensure alignment of platform capabilities with the principles of enterprise technology and operational goals.

• Lead initiatives related to enterprise digital support across various business units and technology teams.

• Collect requirements, analyze business workflows, design workflows, enhance solutions, and assist with implementation.

• Assess new technologies, AI capabilities, vendor improvements, and opportunities for automation.

• Suggest technological enhancements that bolster the capabilities of enterprise digital support.

• Create governance for the platform, performance metrics, technical documentation, KPIs, governance reporting, architectural documentation, operational standards, and best practices.

• Collaborate with departments including Operations, Commercial, Product, Technology, Client Experience, and other business functions.

• Establish the technical groundwork for enterprise digital support and guide the platform's direction through leadership in technology.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Information Technology, Engineering, Information Systems, Business Technology, or a related field, or an equivalent mix of education and relevant experience.

• Proven experience in designing, implementing, governing, and optimizing enterprise workflow automation or digital support platforms.

• Experience in converting business strategies and operational needs into scalable technical solutions and automation frameworks.

• Demonstrated capability to lead intricate cross-functional technical initiatives involving multiple stakeholders.

• Strong analytical, problem-solving, systems-thinking, and technical troubleshooting abilities.

• Effective communication with both technical and business stakeholders, with the ability to influence decisions without formal authority.

• Competence in balancing competing priorities while independently managing various initiatives.

• Preferred experience includes 5–7 years in progressively responsible roles supporting enterprise digital platforms, workflow automation, client engagement technologies, or conversational AI solutions.

• Advanced experience with Fin/Intercom or equivalent enterprise customer engagement platforms is preferred.

• Familiarity with defining automation standards, governance frameworks, and technical best practices is preferred.

• Experience with REST APIs, integrations, webhooks, middleware, or related technologies is preferred.

• Background in evaluating emerging technologies and suggesting enhancements to enterprise technology is preferred.

• Experience in leading digital transformation or enterprise automation initiatives is preferred.

• Preferred certifications may include Intercom, cloud platform, AI or automation platform, Agile, or other relevant technical credentials.

• Applicants may be required to undergo a background check after receiving a conditional offer.

• Must have eligibility to work in Canada as per the location requirements.

🏝️ Benefits

• Comprehensive health and welfare benefits for eligible roles.

• Paid time-off programs including vacation, sick leave, and holidays for qualified positions.

• Annual incentive programs that may include bonuses, commissions, or other forms of incentive compensation, as applicable.

• Tuition reimbursement may be part of the benefits package.

• Retirement savings plans may be included in the benefits offerings.

• Wellness-focused benefits and amenities are available.

• Disability-related accommodations will be provided during the application and interview process.