Zapier & Make Automation Expert Full Time NEW

Purpose of the Role

The Zapier Automations Expert owns and operates the organization’s end-to-end automation infrastructure. The role brings in-house the capability that has historically depended on external vendors, delivers reliable and timely automations across the operational stack, and ensures that core platforms — Pipedrive, Zapier, Make, PandaDoc, Xero, ActionStep, Migration Manager, and Google Workspace — function together as a cohesive workflow engine. The incumbent is accountable for automation uptime, delivery timelines, cost efficiency, and documentation standards across the organisation.

Responsibilities and Duties

• Design, build, deploy, and maintain automations across no-code and low-code platforms including Zapier, Make, and similar tools.
• Integrate and maintain data flows between core systems including Pipedrive, PandaDoc, Xero, Action Step, Migration Manager, and Google Workspace.
• Write and debug custom code steps in JavaScript or Python where standard connectors are insufficient.
• Audit existing automations for reliability, redundancy, cost efficiency, and failure modes.
• Diagnose and resolve automation failures including dropped webhooks, runaway triggers, API token consumption anomalies, and data sync errors.
• Document every live automation with clear specifications, versioning, rollback procedures, and owner accountability.
• Translate operational requirements from internal stakeholders into automation specifications and committed delivery timelines.
• Evaluate and recommend new automation platforms, connectors, and architectural improvements.
• Build internal monitoring and reporting dashboards covering automation health, uptime, throughput, and cost.
• Establish and uphold service levels for new automation requests and incident response.
• Maintain strict hygiene around API keys, credentials, access tokens, and connected accounts.
• Decommission redundant third-party automation services and migrate that capability in-house where cost and reliability justify it.
• Provide training, documentation, and self-service tooling for internal teams on basic automation hygiene.

Key Deliverables

• Complete documented inventory of all live automations across the organisation within the first 60 days.
• Audit report on current external automation vendor deliverables, with a recommended in-house migration plan.
• Defined and published service levels for new automation requests and incident response.
• Quarterly automation health and cost report shared with the India Director.
• Documented architecture for the Pipedrive, Zapier, Make, PandaDoc, Xero, ActionStep, and Migration Manager integration stack.
• Measurable reduction in API token wastage, automation failures, and external vendor spend.

Compliance and Confidentiality

• Adhere at all times to Loch’s IT security policies, data protection protocols, and the directions of the Australian counterpart.
• Use only firm-approved platforms and tools for all automation work.
• Apply strict policy on the handling of API keys, tokens, passwords, and other credentials.
• Follow data handling protocols for cross-border data flows between the Indian and Australian entities.
• Ensure all client-facing automated outputs are reviewed and signed off by the designated Australian stakeholder before deployment.
• Maintain strict confidentiality of all client, matter, financial, and personnel data accessed through automated workflows.
• Escalate any IT security, compliance, or data integrity concerns to the reporting manager promptly.

Key Relationships

• India Director — for administrative reporting and overall performance.
• IT Lead / Australian Counterpart — for functional direction and project deliverables.
• Internal teams — HR, Finance, Operations, Legal Research, Case Management, Admin — for requirement gathering and automation delivery.
• External platform vendors, SaaS providers, and support channels (as required and under supervision).

Essential Skills

• Deep, demonstrable expertise across no-code and low-code automation platforms including Zapier and Make.
• Strong working knowledge of REST APIs, webhooks, JSON, OAuth authentication flows, and rate limiting behaviour.
• Ability to write, debug, and maintain JavaScript or Python for custom code steps.
• Hands-on experience with CRM platforms, particularly Pipedrive.
• Document automation experience with PandaDoc or an equivalent tool.
• Diagnostic mindset with the ability to trace automation failures through multi-system chains.
• Strong technical documentation skills — specifications, process mapping, version control, and rollback procedures.
• Ability to estimate scope accurately, commit to delivery timelines, and meet them.
• Ability to work independently and manage multiple parallel automation projects.
• High standards of operational reliability and attention to detail.
• Proficient written and verbal communication in Australian business English.

Qualifications and Experience

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or a related technical field (advantageous but not mandatory).
• Minimum of 4 to 5 years’ hands-on experience building and maintaining production automations in a commercial environment.
• Demonstrable portfolio of multi-system integrations across CRM, document, finance, and operational tools.
• Prior experience supporting professional services, legal, or cross-border business operations preferred.
• Relevant certifications in Zapier, Make, or related automation platforms will be considered an advantage.

Employee Benefits

• Four weeks of paid annual leave.
• Health insurance coverage.
• Provident Fund (PF) contributions in accordance with Indian regulations.
• Performance-linked bonuses, subject to eligibility and company policy.

If your CV does not clearly show Zapier and Make experience, please do not apply — your application will not be shortlisted.