Business Reinvention Automation Engineer

Position Summary:

Direct Supply is building the future of healthcare technology with industry-leading products, solutions, and platforms to help improve the lives of millions of seniors and those who care for them.

In the Business Reinvention Automation Engineer position, you'll design, configure, and deploy AI-powered agents to drive internal automation and reduce manual work. You'll create scalable, production-ready solutions that improve customer service efficiency and prepare the enterprise for AI-driven transformation. Your work will enable reusability, visibility, and adoption by documenting workflows, performance metrics, and templates that support long-term scale and continuous improvement.

Skills Needed:

• Applies AI and Technology - Identifies opportunities to reinvent workflows that add customer value and boost efficiency using AI and technology. Eagerly learns and integrates new technologies where they matter most. Drives adoption of emerging technologies that enable reinvention.

• Delivers Results - Seizes new opportunities and tackles challenges head-on with urgency. Takes initiative and consistently hits goals. Zeroes in on key priorities for results. Drives progress through uncertainty and moves others to action.

• Optimizes Work Processes - Streamlines workflows by harnessing data, AI, and technology. Identifies opportunities for efficiency and incorporates new processes and technology. Defines new success measures.

• Collaborates Effectively - Forges strong partnerships and works productively with others to achieve common goals. Finds common ground to solve problems and seeks out diverse perspectives to inform decisions. Quickly earns trust, puts others at ease, and shows empathy.

• Proficient in AI agent configuration and low-code automation, delivering production-ready solutions across platforms.

• Strong ability to build performance dashboards and reusable templates that scale AI solutions.

• Experience collaborating across cross-functional teams to align AI deployments with business needs.

• Expertise in workflow logic, process automation, and performance monitoring to enable sustainable, high-impact outcomes.

What You'll Do and Impact:

• Design and deploy AI-powered agents within Zendesk, with adaptability for other platforms

• Deliver automation solutions that reduce manual ticket handling and improve service efficiency

• Document reusable templates, workflow logic diagrams, and standards for future deployment

• Build dashboards to monitor, measure, and improve performance of AI solutions

• Collaborate with business stakeholders and Technology teams to identify automation opportunities

• Drive measurable improvements in operations through AI solution delivery and continuous iteration

Experience:

• 3-5 years of experience in automation engineering, AI solution development, or workflow configuration

• Proven experience with Zendesk or similar CX platforms (e.g., ServiceNow, Salesforce Service Cloud)

• Hands-on expertise in AI agent configuration or low-code automation platforms

• Strong background in workflow logic design, process automation, and performance monitoring

• Bachelor's degree in Computer Science, Engineering, or related field required

• Certifications in AI, RPA, or automation platforms preferred

Additional Items of Interest:

• Experience designing scalable AI solutions and automation frameworks

• Demonstrated ability to communicate technical solutions to business stakeholders