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AI Workflow & Automation Engineer
Full-time
Sit alongside IG Group's AI Workflow & Automation Engineer with a focus on contact centre journey optimisation and experimentation, improving the quality of every AI-assisted client interaction across all channels.
What You'll Do
AI Workflow Design & Build
Design, build, test, and deploy AI-powered workflows and automation across contact centre platforms, translating complex business processes into 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 keep workflows architecturally sound and integration-ready.
Journey Friction Reduction & Experimentation
Identify friction in AI client journeys and design targeted, evidence-based improvements.
Run structured experiments, A/B tests, and hold-out comparisons using a hypothesis-driven approach before full rollout.
Use conversation data, containment, escalation, resolution, and CSAT signals to prioritise and measure impact.
AI Content & Performance
Develop and refine AI prompts, responses, and agent-assist content for accuracy, tone, and policy alignment.
Monitor AI performance metrics and drive iterative, data-led improvement.
What You'll Need
5+ years in contact centre AI, digital servicing automation, conversational design, or a related role.
Proven track record of delivering measurable business impact through AI in customer service.
Hands-on experience building AI workflows in an enterprise contact centre platform (Genesys, Intercom, Salesforce, Amazon Connect, Dialogflow, or equivalent).
Experience running structured AI experiments or A/B tests in a live environment.
Strong analytical skills and clear, accurate written communication.
Desirable: Genesys AI tooling (AI Studio, AI Guide, Agent Assist); financial services or regulated background; LLM-based agent assist, generative AI, or RAG-based knowledge retrieval; familiarity with routing logic, IVR, or omnichannel flow architecture.
