1 day ago
Bengaluru, IndiaMid Level
Responsibilities
- Design, build, and maintain AI-powered workflows, prompts, and automated responses within Intercom and related platforms.
- Translate business rules, policies, and troubleshooting steps into structured AI guidance for clients and agents.
- Analyze conversation data and KPIs to improve accuracy, tone, containment, and resolution rates.
- Collaborate with product, operations, subject-matter experts, and compliance teams to keep AI content accurate, compliant, and current.
- Maintain documentation, testing, and version control for AI and automation changes.
- Continuously optimize AI behavior using performance insights and feedback.
Requirements
- Experience in digital support automation, conversational design, or AI-enabled workflows in customer-facing environments.
- Ability to break down complex processes into logical, structured steps suitable for automation.
- Excellent written communication skills focused on clarity, accuracy, and tone.
- Analytical experience using conversation insights or support data to drive improvements.
- Familiarity with Intercom or similar digital support platforms, including chat, messaging, bots, or agent-assist tools.
- Comfort working in a regulated or high-accuracy environment with strong attention to risk and detail.
Benefits
- Hybrid work arrangement with three days in the office.
- Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, and extra time off.
Categories
About IG Group
IG Group is a London‑headquartered, publicly traded online brokerage founded in 1974. It builds multi‑asset trading platforms for retail and professional clients, offering financial spread betting, CFDs, forex, share dealing, and crypto, with revenues from spreads, commissions, and financing. The company is listed on the London Stock Exchange and operates globally under the IG brand, serving traders across Europe, Asia‑Pacific, and North America.