Senior Customer Platforms Analyst

Responsibilities

• Own end-to-end design and build of Genesys workflows (Architect flows) - from requirement understanding to development, testing, and deployment
• Independently develop and troubleshoot complex routing logic and decision flows
• Manage ServiceNow/Jira queues for platform requests and incidents, ensuring SLA adherence and clear stakeholder communication
• Diagnose and resolve platform issues, perform RCA, and document corrective actions
• Execute supporting configuration changes (queue/skill updates, wrap-ups, permissions, messaging attributes, etc.)
• Perform configuration testing and regression validation in lower environments prior to deployment
• Collaborate with the Customer Platforms Specialist and Architect on complex or cross-platform initiatives
• Monitor servicing KPIs (deflection, transfer rate, CSAT, AHT, queue trends) and provide insights for continuous improvement
• What you'll need for this role
• Key Qualification Requirements:
• 3+ years of experience in customer-service or contact-centre platform configuration
• Mandatory: Strong, hands-on experience in Genesys (non-negotiable)
• Proven experience in end-to-end workflow (Architect) build and development in Genesys
• Ability to independently design, build, and troubleshoot routing flows without supervision
• Solid understanding of queue, skill, and routing configuration (secondary to workflow expertise)
• Experience managing incidents and requests via ServiceNow/Jira (or similar ITSM tools)
• Strong documentation and testing discipline (change logs, RCA notes, release evidence)
• Clear verbal and written communication skills for stakeholder coordination

Requirements

• Exposure to Genesys AI capabilities (e.g., bots, predictive routing, automation)
• How we work
• Lead and Inspire: Drives trust, alignment, and enthusiasm
• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client's needs
• Deliver at pace: Push for fast, sustainable growth;
• Raise the bar: Take ownership, be accountable and share feedback
• The Perks
• Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progres

Benefits

Additional Information

Job Title Senior Customer Platforms Analyst Job Description So, who are we? Hello, we're IG Group. We are a publicly traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto. We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers. We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth. Your team 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. The team enables reliable, efficient and scalable support experiences for clients and agents by maintaining workflows, routing logic, platform hygiene and service stability. Your role in the Team's Success As a Senior Customer Platforms Analyst , you will own the lifecycle of platform requests and incidents raised through ServiceNow and Jira. You will troubleshoot platform issues, perform RCA, and deliver configuration updates that directly support operational SLAs. This role is heavily focused on end-to-end workflow (Architect) build in Genesys. You are expected to independently design, build, enhance, and troubleshoot workflows that drive routing and customer journeys across the platform. Your work ensures that workflows, routing logic, and platform improvements are delivered accurately and safely into production. This role plays a critical part in maintaining platform stability, improving service outcomes, and supporting the wider CX roadmap led by the Specialist and Architect.

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Company Intel

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