AI Workflow & Automation Engineer

Overview

Design and continuously improve AI-driven workflows and automation that support IG’s digital servicing strategy across chat, messaging, and self-service channels. Help reduce manual handling, improve resolution times, and enhance client experience across global servicing teams.

What you'll do

• 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.

What you'll need

• 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, including chat, messaging, bots, or agent-assist tools.
• Comfort working in a regulated or high-accuracy environment, with strong attention to risk and detail.

Details

• Location: Bangalore, India.
• Hybrid working arrangement with three days in the office.