Digital Support Automation Engineer

Accountabilities: Own the enterprise digital support platform strategy, governance, technical roadmap, and long-term evolution of workflow automation capabilities and platform enhancements. Establish and maintain enterprise workflow standards and automation frameworks covering architecture principles, workflow design, automation methodologies, documentation, testing requirements, and quality controls. Serve as a technical authority for digital support architecture by reviewing solution designs, defining technical standards, resolving complex architectural decisions, and ensuring alignment with enterprise technology and operational objectives. Lead complex digital support initiatives across multiple business units and technology teams, including requirements gathering, business process analysis, workflow design, solution optimization, and implementation. Drive continuous improvement and platform innovation by assessing emerging technologies, AI capabilities, vendor enhancements, and new automation opportunities. Develop governance practices, performance measures, KPIs, reporting, architecture documentation, operational standards, and technical best practices to support platform maturity and ongoing optimization. Collaborate with technical and business stakeholders to influence decisions, align priorities, and deliver scalable digital support solutions without relying on formal authority. Requirements Bachelor’s degree in Computer Science, Information Technology, Engineering, Information Systems, Business Technology, or a related field, or an equivalent combination of education and relevant experience. Demonstrated experience designing, implementing, governing, and optimizing enterprise workflow automation or digital support platforms. Experience translating business strategies and operational requirements into scalable technical solutions, automation frameworks, and platform capabilities. Proven ability to lead complex cross-functional technical initiatives involving multiple stakeholders and business functions. Strong analytical, problem-solving, systems-thinking, troubleshooting, and technical decision-making skills. Excellent communication and stakeholder-management skills, with the ability to explain technical concepts clearly and influence both technical and business audiences. Ability to independently manage multiple initiatives, balance competing priorities, and operate effectively in a dynamic enterprise environment. 5–7 years of progressively responsible experience with enterprise digital platforms, workflow automation, client engagement technologies, conversational AI, or comparable solutions is preferred. Advanced experience with Intercom or comparable enterprise customer engagement platforms is preferred. Experience defining automation standards, governance frameworks, testing requirements, and technical best practices is preferred. Familiarity with REST APIs, integrations, webhooks, middleware, and related technologies is preferred. Experience evaluating emerging technologies, AI capabilities, vendor enhancements, and automation opportunities and translating them into practical business improvements is an asset. Experience leading digital transformation or enterprise automation initiatives is preferred. Relevant certifications in Intercom, cloud platforms, AI, automation, Agile, or other technical disciplines are an asset. Benefits Annual base salary of $99,200–$136,000 , with the applicable range depending on geographic location. Eligibility for annual incentive programs, including bonuses, commissions, or other incentive compensation, where applicable. Comprehensive benefits package that may include health insurance, tuition reimbursement, and retirement savings plans. Comprehensive health and welfare benefits for eligible roles. Paid time off programs, including vacation, sick leave, and holidays, for eligible roles. Remote working arrangement within Canada. A culture focused on innovation, empowerment, decision-making, and accountability. Opportunities to influence enterprise technology direction and contribute to large-scale digital transformation initiatives. Background checks are conducted only after a conditional offer of employment has been extended. Equal opportunity employment environment with disability-related accommodations available throughout the hiring process.