AI Workflow & Automation Engineer

Job Title

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.

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 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.

• Experimentation Mindset — Designs structured tests, interprets results rigorously, and applies learnings iteratively — treats AI delivery as a continuous improvement process, not a one-time build.

• AI Content Craft — Writes clear, accurate, context-appropriate prompts and AI responses that perform consistently across a wide range of real client scenarios.

• Analytical Thinking — Uses conversation and performance data to identify improvement opportunities and measure impact — decisions are evidence-based, not intuition-led.

• Risk & Accuracy Discipline — Ensures AI outputs are accurate, compliant, and appropriate; flags risks proactively and maintains rigorous pre-deployment testing standards.

• Cross-Team Collaboration — Works effectively alongside platform specialists, data engineers, and operations stakeholders; shares knowledge and coordinates to avoid duplication and deliver coherent experiences.

Key Qualification Requirement

Essential

• 5+ years in contact centre AI, digital servicing automation, conversational design, or a closely related role.

• Proven, demonstrable track record of delivering business impact through AI in a contact centre or customer service environment — specific outcomes required, not just tool familiarity.

• Hands-on experience building AI-powered workflows and automations in at least one enterprise contact centre platform (e.g. Genesys, Intercom, Salesforce, Amazon Connect, Dialogflow, or equivalent).

• Experience identifying and reducing friction in AI client journeys through workflow redesign, prompt improvement, escalation logic changes, or content quality improvements.

• Experience running structured AI experiments or A/B tests to validate and measure journey improvements in a live environment.

• Strong analytical skills — comfortable using conversation trends, containment data, escalation patterns, and CSAT signals to drive decisions.

• Strong written communication skills with emphasis on clarity, accuracy, and tone in AI content.

Desirable

• Experience with Genesys AI tooling — AI Studio, AI Guide, Agent Assist — or equivalent native AI capabilities within a CCaaS platform.

• Background in financial services, fintech, or a similarly regulated environment where AI accuracy, compliance standards, and client communication quality are high.

• Experience with LLM-based agent assist, generative AI in customer service, or RAG-based knowledge retrieval in contact centre contexts.

• Familiarity with contact centre routing logic, IVR design, or omnichannel flow architecture.

• Experience analysing large conversational datasets to identify systemic journey improvement opportunities.

How we work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office – which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• 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

We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We’re committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that’s why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.

The Perks

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.

Learn more about the Perks here!

Join us for this exciting journey. Apply now!

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