Administrator

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