Design, build, test, and deploy AI-powered workflows and automation across contact centre platforms - translating complex business processes and client journey logic into structured, scalable configurations.
Own the end-to-end build lifecycle for assigned journeys: from requirements through design, configuration, testing, deployment, and post-live iteration.
Partner with the Customer Platforms Architect and existing AI engineer to ensure workflows are architecturally sound, integration-ready, and aligned to platform governance standards.
Journey Friction Reduction
Identify friction in current AI client journeys - where clients drop off, escalate unnecessarily, receive low-quality responses, or encounter avoidable effort - and design targeted, evidence-based improvements.
Map end-to-end client journeys to surface pain points addressable through better AI design, improved flow logic, smarter escalation handling, or content quality improvements.
Apply proven methods from previous environments: structured problem diagnosis, clear hypotheses, and measurable outcomes - not just platform reconfiguration.
Experimentation & Optimisation
Run structured experiments across AI journeys - A/B tests, journey variants, hold-out comparisons - using a hypothesis-driven approach to validate improvements before full rollout.
Use conversation data, containment rates, escalation patterns, resolution rates, and CSAT signals to prioritise work and measure the impact of changes.
Build a shared body of knowledge within the team: what works, what does not, and where the next opportunities are - contributing to a culture of evidence-based AI improvement.
AI Content & Prompt Quality
Develop and refine AI prompts, responses, and agent-assist content - ensuring accuracy, appropriate tone, and alignment to IG's client communication standards across all channels.
Work with product, operations, SMEs, and compliance to validate AI content against policy and regulatory requirements.
Maintain documentation, version control, and testing discipline across all AI content and workflow configurations.
Performance & Continuous Improvement
Monitor AI performance metrics across assigned journeys - containment, resolution rate, CSAT, escalation rate, effort indicators - and use data to drive iterative improvement.
Contribute to IG's AI reporting cadence by surfacing actionable insights from performance data.
Stay current on AI tooling developments relevant to contact centre environments and proactively identify new capabilities that could improve client or agent experiences.
What you'll need for this role
Impact-Driven AI Delivery - A track record of delivering measurable business outcomes through AI in contact centre environments - able to articulate what was built, what changed, and what the result was.
Workflow Build Expertise - Hands-on experience designing and building end-to-end AI-powered workflows; comfortable moving from requirement to deployed, tested configuration independently.
Journey Thinking - Approaches AI design from the client's perspective; identifies friction, designs for effort reduction, and evaluates success in terms of experience quality and business impact.
Job Title
AI Workflow & Automation Engineer
Job Description
So, who are we?
IG Group is a FTSE 100 fintech operating across five continents, serving over 1.3m customers and handling billions of dollars in transactions - built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses. The bar is high - bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next. Join us at IG - the future gets built here.
Your team
We are the central Operations technology team powering IG's global customer servicing ecosystem. From voice and digital channels to email and AI capabilities, we design, build, and configure solutions that support every client-facing function across IG. Our work enables seamless servicing experiences for clients across 18 countries.
Your role in the Team's Success
You will sit alongside our existing AI Workflow & Automation Engineer, with a specific focus on contact centre journey optimisation and experimentation. We have made strong progress on AI deflection and continue to build on it - and in parallel, the team's focus is expanding to improving the quality of every AI-assisted client interaction: reducing friction, increasing resolution, and building smarter journeys across all channels and platforms. Your ability to bring proven, outcome-driven AI delivery to this challenge will have direct and measurable impact on client experience and operational efficiency at scale.
Ig · Bangalore, India