Senior Customer Platforms Analyst

IG Group Holdings

Bangalore, India
3d onsite
Genesys architect flow build
Genesys workflow design and troubleshoot
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.
  • As a Senior Customer Platforms Analyst, you will own the lifecycle of platform requests and incidents raised through ServiceNow and Jira.
  • 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 troubleshoot
  • Contact-centre platform configuration
  • ServiceNow/Jira incident management
  • End-to-end workflow development

Nice-to-have

  • Genesys AI capabilities exposure
  • Continuous improvement insights
  • Cross-platform initiative collaboration

Key Requirements

  • 3+ years experience
  • Strong hands-on Genesys experience
  • Proven end-to-end workflow build experience
  • Experience managing incidents via ITSM tools
  • Solid understanding of routing configuration

Work Rights

Not specified

Tailored Resume

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