Senior Workflow Automation Engineer

Senior Workflow Automation Engineer

Job Location: Kochi, India

Location Type: Hybrid

Req ID: 12714

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential. Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.

Job Overview

Job Title: Lead Workflow Automation Engineer (AI & Service Desk Platforms)

Experience: 10–12 Years

Location: [Specify Location / Hybrid / Remote]

Employment Type: Full-time

Role Overview: We are seeking a highly experienced Lead Workflow Automation Engineer to design, build, and scale AI-driven automated workflows across enterprise service desk platforms such as Freshdesk, ServiceNow, and similar ITSM tools.

This role will lead end-to-end automation initiatives, integrate AI/ML capabilities into service processes, and work closely with service delivery, IT operations, and product teams to drive efficiency, accuracy, and customer experience improvements.

Key Responsibilities

• Lead the design, development, and deployment of intelligent automation workflows for service desk and ITSM platforms (Freshdesk, ServiceNow, Jira Service Management, etc.)
• Architect and implement AI-powered workflows including ticket classification, routing, auto-resolution, sentiment analysis, and knowledge recommendations
• Integrate service desk platforms with internal and external systems using REST APIs, webhooks, and event-driven architectures
• Build and maintain automation using JSON-based configurations, scripts, and workflow orchestration tools
• Collaborate with AI/ML teams to embed LLMs, NLP, and predictive models into service operations
• Own workflow optimization, performance tuning, monitoring, and reliability of automated processes
• Lead technical design reviews, enforce best practices, and provide technical mentorship to automation engineers
• Partner with service delivery and business stakeholders to translate operational needs into scalable automation solutions
• Ensure security, compliance, logging, and governance standards are followed across all integrations
• Stay current with evolving AI automation, ITSM, and workflow orchestration technologies

Required Experience & Qualifications

• 10–12 years of overall experience in workflow automation, systems integration, or enterprise application engineering
• 5+ years of hands-on experience with service desk / ITSM platforms such as: Freshdesk / Freshservice ServiceNow Jira Service Management or equivalent
• Proven experience building end-to-end automated workflows for IT, customer support, or service operations
• Strong expertise in RESTful APIs, API authentication (OAuth, tokens), error handling, and versioning
• Excellent working knowledge of JSON, payload transformations, and data mappings
• Experience working with: Webhooks & asynchronous integrations Workflow engines and orchestration tools Scripting (JavaScript, Python, or similar)
• Hands-on experience integrating or consuming AI/ML services, including: NLP, classification, intent detection LLM-based automation or copilots (preferred)
• Solid understanding of ITIL processes and service desk best practices
• Experience with cloud-based environments (AWS, Azure, or GCP preferred)

Preferred / Nice-to-Have Skills

• Experience with RPA or low-code automation platforms
• Familiarity with knowledge management automation and self-service portals
• Exposure to event-driven architectures, message queues, or middleware platforms
• Experience leading complex automation programs or platform migrations
• Certifications such as: ServiceNow (CSA, CAD) ITIL Cloud or AI-related certifications

Soft Skills & Leadership Attributes

• Strong problem-solving and system design mindset
• Ability to lead architecture discussions and influence technical decisions
• Excellent communication skills with both technical and non-technical stakeholders
• Hands-on leader who can balance strategy and execution
• Passion for automation, AI, and operational excellence

Compensation

Estimated Pay Range: Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.

Our Commitment to Diversity & Inclusion

At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success. Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees. We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.