eGain Administrator (3‑6 month contract)

About the role

We are looking for an experienced eGain Administrator to join our team on a 3‑to‑6‑month fixed‑term contract. You will be responsible for configuring, maintaining, and optimizing the eGain platform to ensure smooth customer service operations.

Key responsibilities

• Configure eGain workflows, auto‑acknowledgements, and SLA rules.
• Set up routing logic, prioritisation, permissions, and agent groups.
• Deliver low‑risk BAU changes, release support, regression testing and post‑release validation.
• Provide incident support, troubleshooting and root‑cause investigations.
• Analyse system data to identify errors and improve efficiency.
• Coordinate with platform, infrastructure and identity teams as needed.
• Follow ITIL processes for incident and task resolution.

Required profile

• 4‑10 years of experience with eGain configuration and workflow design.
• Strong attention to detail and ability to work under live‑service pressure.
• Effective communication with business stakeholders and suppliers.
• Capability to create technical diagrams explaining current workflows.
• Understanding of Microsoft Exchange Online and service‑account principles.

Required skills

• eGain configuration and workflow management
• SLA configuration and breach reporting
• Routing logic and prioritisation
• ITIL framework for incident and task handling
• Microsoft Exchange Online