Digital Support Automation Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Digital Support Automation Engineer based in Canada. As a Digital Support Automation Engineer, you will shape the technical standards, architecture, governance, and automation capabilities powering enterprise digital support. You will own the long-term technical direction of digital support platforms and help establish scalable frameworks for workflow automation. Working across Operations, Commercial, Product, Technology, Client Experience, and other business functions, you will translate complex business needs into maintainable technical solutions. This individual contributor role offers significant enterprise-wide influence and requires strong technical judgment and systems thinking. You will lead cross-functional initiatives, guide architecture decisions, and evaluate emerging technologies, including AI-powered capabilities. Your work will directly support more consistent digital experiences, greater operational efficiency, and scalable automation across the organization. The position is fully remote and open to candidates based in Canada. 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.