Customer Experience Platform Engineer 

The Role:  

We are seeking a skilled and detail-oriented Customer Experience Platforms Engineer to join our team. In this role, you will be responsible for administering and optimising the platforms that power our customer communication ecosystem, including live chat systems, instant messaging channels, automation workflows, and integrations with core business tools. 

You will manage and support platforms ensuring they are configured for reliability, efficiency, and seamless customer interaction. The ideal candidate will have hands-on experience with customer engagement technologies, strong knowledge of system integrations and a deep understanding of operational excellence in customer experience environments. 

Main responsibilities of the position include: 

• 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, automation flows, tagging systems, and escalation pathways. Ensure seamless and optimised integrations with CRMs, ticketing systems, analytics dashboards, and custom APIs. 

• Monitor platform health, uptime, and failure rates to maintain system reliability. Track customer support SLAs and performance metrics to ensure high service quality and timely responses. 

• Work with Business and Product teams to analyse customer interaction flows and enhance channel performance. Maintain compliance with internal business rules, data governance standards, and data retention policies. 

• Lead the deployment and onboarding of new platforms or communication channels, including localisation and expansion initiatives. Coordinate with third-party vendors and API providers to resolve issues, address outages, and support platform enhancements. 

• Respond to platform-related tickets and escalations from Customer Experience and internal teams. Provide L2/L3 operational support and contribute to change management activities to ensure smooth operations. 

• Maintain internal documentation such as setup diagrams, playbooks, escalation paths, and best practices. Support onboarding and training of new team members and guide customer-facing teams on platform usage. 

 

Main 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 

• Strong collaboration with cross-functional teams and vendors 

• Solid documentation and troubleshooting discipline 

• Self-motivated with the ability to prioritise and manage multiple projects 

 

 

The Hiring Experience: What Awaits You 

• Let’s Connect – Intro Chat with Talent Acquisition 

• Deep Dive – First Interview with Your Future Team 

• Final Connection – Final Interview 

 

Benefit from: 

• Attractive remuneration package 

• Intellectually stimulating work environment 

• Continuous personal development and international training opportunities 

 

Type of employment: Full time 

Location: Cyprus, Greece or Remote 

Please visit our website https://jobs.eu.lever.co/xm/409bfaa7-365c-4e42-a28e-636d20a40e6f?lever-origin=applied&lever-source%5B%5D=Kariera.gr  to submit your online application for this position. 

 

All applications will be treated with strict confidentiality!