About the Role
Automation / Workflow Engineers build the operational layer that connects AI decisions to real actions in the support system. When AI resolves an issue, something needs to happen: a case gets created, routed, updated, or closed. This role designs and builds those automated workflows and case resolution paths using Salesforce Flow, APIs, and process automation tools. This is the 'AI to action' layer ensuring that intelligent decisions translate into seamless support operations.
What You Will Do
- Design, build, and maintain automated workflows using Salesforce Flow, Process Builder, and related automation tools
- Build the case routing, creation, update, and resolution automation that underpins AI-driven support operations
- Create guided workflows that support both AI agent interactions and human-assisted support flows
- Integrate automation workflows with AI agent outputs and ensuring that AI decisions trigger correct system actions
- Collaborate with Platform Engineers to ensure automation layers are well-integrated with the broader platform
- Work with the AI Support Architect to understand agent behavior and translate it into workflow logic
- Test, debug, and monitor automation workflows to ensure reliability and correctness
- Document workflow logic, trigger conditions, and dependencies for operational transparency
- Identify opportunities to automate manual support processes and pitch improvements to the team
What We Are Looking For
Required Experience & Qualifications
- 4+ years of experience in workflow automation, process automation, or Salesforce development
- Strong hands-on experience with Salesforce Flow, Process Builder, or equivalent automation platforms
- Experience building automated case management workflows in CRM environments
- Familiarity with REST API integrations for connecting automation flows to external systems
- Background in global or enterprise support operations environments preferred
- Exposure to AI agent or chatbot integration with CRM workflows is a strong advantage
Skills & Competencies
- Salesforce Flow: building complex multi-step automation flows including screen flows, record-triggered flows, and scheduled flows
- APIs and integrations: connecting Salesforce and other platforms via REST APIs for automation actions
- Process automation: translating support process requirements into reliable, scalable automation logic
- Logic design: building conditional workflows, branching logic, and decision trees for case handling
- Debugging and monitoring: diagnosing automation failures and ensuring operational reliability
- Documentation: maintaining clear records of workflow designs and configurations
Core Attributes
- Systems thinker who sees how automation fits into the broader support and AI ecosystem
- Detail-oriented: automation errors have direct customer and operational impact
- Proactive about identifying inefficiencies and proposing automation solutions
- Collaborative partner to AI, platform, and knowledge teams
- Accountable for the reliability and correctness of automation systems they own
Benefits
- Career growth opportunities in a diverse and supportive work environment.
- Competitive Salary Package
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Hybrid Working Arrangement (2 days WFH)
- HMO coverage with free dependent upon hire.
- Free 24/7 access to our office gyms (Ortigas and Makati)
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Plus, additional benefits
About Us
From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!
Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.
We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.
At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.
Amazing growth requires amazing employees. Are you up to the challenge?
We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!
MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.
We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!
