Senior Customer Platforms Analyst

IG Group

3d onsite
Genesys architect flow build
Genesys workflow design and troubleshooting
Contact-centre platform configuration
This role sits within the Customer Platforms team, responsible for ensuring the smooth operation, configuration, and performance of the contact-centre platforms that power client servicing across voice and digital channels

Job Summary

  • This role sits within the Customer Platforms team, responsible for ensuring the smooth operation, configuration, and performance of the contact-centre platforms that power client servicing across voice and digital channels.
  • You will own the lifecycle of platform requests and incidents raised through ServiceNow and Jira, troubleshooting platform issues, performing RCA, and delivering configuration updates that directly support operational SLAs.
  • We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success.

Matching Summary

This role sits within the Customer Platforms team, responsible for ensuring the smooth operation, configuration, and performance of the contact-centre platforms that power client servicing across voice and digital channels.

Skills & Requirements

Must-have

  • Genesys Architect flow build
  • Genesys workflow design and troubleshooting
  • Contact-centre platform configuration
  • ServiceNow/Jira incident management
  • End-to-end workflow development

Nice-to-have

  • Genesys AI capabilities exposure
  • Hybrid working model adherence
  • Client-focused problem solving

Key Requirements

  • 3+ years experience in customer-service platforms
  • Strong hands-on Genesys experience
  • Proven end-to-end workflow build in Genesys
  • Experience with ServiceNow/Jira

Work Rights

Not specified

Tailored Resume

Cover Letter