Job title: eGain Administrator
Duration – 3 to 6 months (to be assessed after 3 months again)
Skills and Competencies – 4- 10 yrs experience level
- eGain configuration
- Workflow and Configuration knowledge
- Auto‑acknowledgements and customer correspondence flows
- SLA configuration, breaches, reporting implications
- Prioritisation - Workloads and workflows
- Attention to detail - Ensuring detail is not overlooked during design and implementation.
- Routing logic, prioritisation and best practice knowledge
- Permissions and agent groups
- Operational change delivery
- Low‑risk BAU changes
- Release support
- Regression and post‑release validation
- Incident support & troubleshooting
- Root‑cause investigation within eGain
- Ability to analyse data and identify system errors is crucial for making informed decisions and improving system efficiency.
- Problem solving, creativity and attention to detail
- Working under live‑service pressure
- Coordinating with platform, infra and identity teams when required
- Experience working within ITIL Framework for INC and Task resolution
- Personal skills
- Team working
- Ability to communicate effectively with key business stakeholders and suppliers
- Create Technical diagrams to explain current workflows
- Understanding on Microsoft Exchange Online and Service account principles