Customer Platforms Architect

Job TitleCustomer Platforms ArchitectJob DescriptionSo, 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 teamThis role sits within the Customer Service Platforms team, responsible for designing, developing, and optimising the contact-centre platforms that power client servicing across voice and digital channels.
The team enables scalable and automation-driven support experiences for clients and agents through platforms such as Genesys, Intercom, CCAI and automation solutions.Your role in the Team's SuccessAs a Customer Platforms Architect, you will own the end-to-end architectural design across voice, chat, email and digital channels. You will play a key role in translating business and operational needs into scalable platform workflows, automation, and integrations.
Your work will directly improve routing accuracy, deflection rate, CSAT, AHT, and overall servicing efficiency.
By ensuring robust architecture, best practices, and platform health, you will enable analysts and specialists to deliver faster solutions, support operational KPIs, and power our global client-servicing roadmap.What you'll doDesign omni-channel workflows across voice, chat, email, WhatsApp and other digital channels.Architect integrations between CCaaS platforms (Genesys / Intercom / CCAI) and systems such as CRM, WFM, analytics, bots/AI and data sources.Define platform standards across APIs/OAuth, automation, triggers, event flows, scalability and governance.Collaborate with stakeholders across business, operations and engineering to shape technical blueprints from business requirements.Guide SMEs and Analysts in configuring, optimising and migrating workflows and platform solutions.Monitor interaction KPIs and propose platform-level improvements to drive efficiency, accuracy and customer satisfaction.What you'll need for this roleKey Qualification Requirements:5+ years of experience in contact-centre or customer-platform architecture.Hands-on experience with CCaaS platforms such as Genesys Cloud/Engage, Intercom, CCAI or on similar platforms.Strong knowledge of APIs, OAuth, data flow design, event triggers, and system integrations.Experience with routing, skills/queues, wrap-ups, telephony and conversational automation (bots/AI).Excellent communication and stakeholder-management skills across business and technology teams.Proven track record of delivering measurable business outcomes through platform enhancements.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 enthusiasmThink Big: Focus on the problems that most impact commercial outcomesChampion the client: Understand and prioritise client's needsDeliver at pace: Push for fast, sustainable growth;Raise the bar: Take ownership, be accountable and share feedbackWe 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 hereThe 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.Matched giving for your fundraising activity.Flexible working hours and work-from-home opportunities.Performance-related bonuses.Insurance and medical plans.Career-focused technical and leadership training in-class and online, incl. unlimited access to LinkedIn Learning platform.Contribution to gym memberships and more.A day off on your birthday.Two days' volunteering leave per year.Join us for this exciting journey. Apply nowNumber of openings1