Customer Experience Platform Engineer

TL;DR

Customer Experience Platform Engineer: Administering and optimising customer communication platforms, including live chat systems, instant messaging channels, and automation workflows. Focus on platform configurations, integrations with CRMs, and maintaining system reliability.

Location: Limassol / Nicosia / Athens / Remote

Company

Company provides services in financial field.

What you will do

• Administer and support Customer Experience platforms such as Intercom and LiveChat, along with instant messaging channels including WhatsApp Business API, Telegram Bots, and LINE Official Account.
• Manage platform configurations including user access, team structures, routing rules, and automation flows.
• Monitor platform health, uptime, and failure rates to maintain system reliability.
• Work with Business and Product teams to analyse customer interaction flows and enhance channel performance.
• Lead the deployment and onboarding of new platforms or communication channels.
• Respond to platform-related tickets and escalations from Customer Experience and internal teams.

Requirements

• BSc/MSc in Information Technology or any other relevant degree.
• 1+ years of experience working with customer support or messaging platforms.
• Experience with SaaS-based communication tools (e.g., Intercom, LiveChat) and instant messaging APIs (e.g., WhatsApp Business, Line).
• Strong understanding of customer engagement platforms and messaging workflows.
• Familiarity with integration concepts (APIs, webhooks, CRMs, Helpdesk and Live Chat systems).
• Analytical and problem-solving skills to improve agent workflows and platform usability.

Culture & Benefits

• Attractive remuneration package.
• Intellectually stimulating work environment.
• Continuous personal development and international training opportunities.

Hiring process

• Let’s Connect – Intro Chat with Talent Acquisition.
• Deep Dive – First Interview with Your Future Team.
• Final Connection – Final Interview.