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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.
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