About the job Senior Automation Engineer, Integration and AI engineer
- ROLE OVERVIEW
REST Solution is looking for an experienced Senior Automation, Integration & AI Engineer to take ownership of the design, development and continuous improvement of automation and integration solutions across our MSP technology ecosystem.
This is not a junior role. The successful candidate will independently analyse business and technical requirements, design appropriate solutions, develop integrations using APIs and code, troubleshoot complex workflows, and work directly with technical teams and vendors.
The role will focus on connecting ITSM, RMM, security, Microsoft and other business platforms, reducing manual operations, and progressively introducing AI-assisted workflows where they provide measurable operational value. The engineer will work closely with the CTO, Architecture & Standards, Operations, SOC, PMO and other technical teams.
- KEY RESPONSIBILITIES
Automation & Workflow Engineering
Identify processes that can be automated across service delivery, operations, security and internal IT.
Design, build, test and maintain reliable end-to-end automation workflows.
Develop event-driven workflows using webhooks, APIs and platform-native automation capabilities.
Build workflows spanning multiple systems, customers and business processes.
Implement logging, monitoring, error handling, retry mechanisms and alerting.
Maintain clear technical documentation for integrations, workflows, dependencies and operational procedures.
Systems Integration & APIs
Design and develop integrations between ITSM, RMM, security, Microsoft and other business platforms.
Develop against REST APIs, including authentication, pagination, webhooks, JSON payloads and error handling.
Work with OAuth 2.0, API keys, tokens, service accounts and other authentication mechanisms.
Develop middleware or custom integration components where native integrations are unavailable or insufficient.
Analyse vendor API documentation and independently design and implement integration solutions.
Troubleshoot complex integration, data mapping and synchronisation issues.
Design solutions with security, scalability, maintainability and supportability in mind.
ITSM / PSA Integration
Strong experience with ITSM and service-management platforms is highly desirable, particularly ServiceNow, ConnectWise Manage, Zoho Desk / Zoho ecosystem, GLPI, or comparable enterprise ITSM / PSA platforms.
Design integrations covering tickets, service requests, users, contacts and organisations.
Implement ticket comments, communications, status and priority mapping, assignment and escalation workflows.
Work with SLA workflows, custom fields, webhooks, event triggers, assets and configuration-management data.
Design and maintain multi-system ticket synchronisation and integration patterns.
MSP & Security Technology Integration
Experience integrating or automating within MSP, infrastructure and cybersecurity environments is highly desirable. Relevant platforms include NinjaOne, SentinelOne, Qualys, Sekoia.io, Microsoft 365, Entra ID, Intune, Defender, Sentinel and Azure. Experience with comparable RMM, EDR, SIEM, vulnerability-management or monitoring platforms will also be considered.
Zapier & Low-Code Automation
Build and maintain multi-step Zapier workflows using webhooks, REST API calls, custom requests, data transformation, filters and conditional logic.
Design robust error handling and authentication for low-code integrations.
Use custom integrations where standard connectors are insufficient.
Experience with Power Automate, Azure Logic Apps, n8n, Make or similar platforms is advantageous.
Software Development
Candidates must have a strong coding background and be comfortable developing custom solutions rather than relying exclusively on low-code tools.
Professional experience with one or more languages such as Python, PowerShell, JavaScript / TypeScript, C# / .NET or similar.
Strong practical experience with REST APIs, JSON, webhooks and OAuth 2.0.
Experience with Git / source control, databases and SQL, data transformation, logging and debugging.
Apply secure credential, token and secret-management practices.
AI & Intelligent Automation
Identify appropriate AI use cases within MSP operations and service delivery.
Integrate AI services and APIs into operational workflows.
Develop AI-assisted ticket classification, summarisation, routing and enrichment.
Extract structured information from unstructured content and automate knowledge/documentation workflows.
Evaluate AI capabilities available within the existing technology stack.
Build controlled AI workflows with appropriate human validation, security and governance.
Explore agentic workflows where they provide clear operational value.
Experience with Azure AI, Microsoft Copilot, OpenAI APIs or comparable AI platforms is advantageous but not mandatory where the candidate has strong automation, integration and software-development experience.
- MSP EXPERIENCE
Previous experience working within a Managed Service Provider (MSP) or similarly complex multi-customer IT environment is highly desirable. The ideal candidate will understand multi-tenant environments, PSA / ITSM processes, RMM platforms, SOC and NOC operations, customer-specific workflows, SLA-driven service delivery, standardisation across customers, security and access segregation, and the operational impact of automation in a 24x7 service environment.
- REQUIRED SKILLS & EXPERIENCE
Several years of professional experience in automation, integration, software development, DevOps or a related technical role.
Strong hands-on software development and scripting skills.
Strong REST API integration experience.
Experience designing integrations between multiple enterprise systems.
Strong understanding of JSON, webhooks, authentication and API troubleshooting.
Ability to independently read API documentation and build integrations from it.
Experience with Git or another source-control platform.
Strong troubleshooting and analytical skills.
Understanding of secure development and credential-management practices.
Ability to translate operational requirements into technical solutions.
Ability to document solutions clearly for engineering and operational teams.
Good written and spoken English.
Ability to work independently and take technical ownership of solutions.
- HIGHLY DESIRABLE EXPERIENCE
ServiceNow, ConnectWise Manage, Zoho and/or GLPI.
NinjaOne, SentinelOne, Qualys and/or Sekoia.io.
Zapier and other workflow automation platforms.
Microsoft Graph API, Microsoft 365, Entra ID, Intune, Defender, Sentinel and Azure.
Python, PowerShell, JavaScript / TypeScript and/or C# / .NET.
SQL and data integration.
MSP and multi-tenant SaaS environments.
AI / LLM APIs and AI-assisted automation.
Candidates are not expected to have experience with every product listed above. Strong integration fundamentals, coding capability and the ability to rapidly learn new platforms are more important than product-specific knowledge.
- PERSONAL & PROFESSIONAL ATTRIBUTES
Takes ownership rather than waiting for detailed implementation instructions.
Naturally looks for opportunities to improve and automate processes.
Can understand both technical and operational requirements.
Is comfortable investigating unfamiliar platforms and APIs.
Thinks about maintainability, reusability and scalability rather than creating one-off scripts.
Communicates effectively with engineers, managers, customers and vendors.
Understands the security implications of automating privileged IT operations.
Can challenge inefficient processes and propose better technical approaches.
- EXAMPLE PROJECTS
Synchronising tickets and updates between multiple ITSM platforms.
Building automated ticket routing, assignment and escalation workflows.
Integrating customer ITSM platforms with REST Solution internal service-management platforms.
Automating NinjaOne device, alert and operational workflows.
Connecting security platforms with ITSM and operational processes.
Automating Microsoft 365 and Entra ID administration through Microsoft Graph.
Developing onboarding and offboarding automation.
Automating CMDB and asset-information synchronisation.
Developing automated reporting and data-collection workflows.
Creating AI-assisted ticket categorisation, summarisation and enrichment.
Building integrations where vendors do not provide native connectors.
Developing reusable integration components and standards for future customer onboarding.
- ROLE SENIORITY
This position is intended for an experienced engineer capable of independently owning automation and integration projects from requirements gathering through architecture, development, testing, deployment, documentation and ongoing support.
The role requires someone who can move comfortably between software development, systems integration, IT operations and automation, rather than a specialist limited to a single product or low-code platform.