BENGALURU · FULLTIME
AI Workflow & Automation Engineer
IG Group
Bengaluru · onsite · Posted 6d ago
Sourced from
Undisclosed3–6 yrsfulltimeBengaluru
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Section · 01
About this role
Job Title
Job Summary
Responsibilities
Requirements
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
AI Workflow & Automation Engineer
Job Summary
This role sits within the Customer Service Platforms team, responsible for designing and optimising digital support experiences across chat, messaging, and self-service channels. The team ensures platforms like Intercom and Genesys deliver scalable, accurate, and compliant client support globally.
Responsibilities
- In this role, you will own the design and continuous improvement of AI-driven workflows and automation that power IG s digital servicing strategy.
- By translating complex processes and policies into structured AI guidance, you will help reduce manual handling, improve resolution times, and enhance client experience.
- You ll work closely with platform, operations, product, and compliance teams to ensure AI interactions are accurate, safe, and aligned with business priorities.
- Your contribution will directly impact deflection rates, customer experience and operational efficiency across global servicing teams.
- Design, build, and maintain AI-powered workflows, prompts, and automated responses within Intercom and related platforms.
- Translate business rules, policies, and troubleshooting steps into clear, structured AI guidance for clients and agents.
- Analyse conversation data and KPIs to improve accuracy, tone, containment, and resolution rates .
- Collaborate with product, operations, SMEs, and compliance to ensure AI content is correct, compliant, and up to date .
- Maintain strong documentation, testing, and version control for all AI and automation changes.
- Continuously iterate and optimise AI behaviour based on performance insights and feedback.
Requirements
- Experience in digital support automation, conversational design, or AI-enabled workflows in customer-facing environments.
- Strong ability to break down complex processes into logical, structured steps suitable for automation.
- Excellent written communication skills, with a focus on clarity, accuracy, and tone.
- Analytical mindset with experience using conversation insights or support data to drive improvements.
- Familiarity with Intercom or similar digital support platforms (chat, messaging, bots, or agent-assist tools).
- Comfortable working in a regulated or high-accuracy environment, with strong attention to risk and detail.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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Section · 02
Skills
Customer ServiceAutomationTroubleshootingContinuous improvementbusiness rulesworkflowoperationscomplianceanalyticalGIT
Section · Company
About IG Group
IG Group
FinTech
350
employees
1974
52 years old
London
United Kingdom (UK)
₹25.6L PA avg
Avg at IG Group
About
IG Group specializes in financial derivatives, offering services such as CFDs and spread betting to both retail and professional clients in the financial sector.
Industries
FinTech
Employee ratings
10 reviews
2.8/ 5
Culture
2.3
Career growth
1.7
Work-life
2.8
Employees rate it well for
Compensation & Benefits35Work-Life Balance33
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