Business Application Specialist - position no. 1523

About the Company

IBI is one of Israel’s leading and most innovative investment houses, providing a wide range of financial services including portfolio management, brokerage, mutual funds, and investment banking. With a strong emphasis on professionalism, innovation, and client service, IBI is a trusted partner for both individual and institutional investors.

About the Role

This hands-on role sits within IBI Group's technology company and owns the full lifecycle of digital customer interaction solutions, including Omni-Channel platforms, voice and text AI Agents, and digital data collection forms. You'll drive everything from requirements gathering and implementation to ongoing optimization, working cross-functionally to directly impact customer experience across the Group.

If you're tech-savvy, process-oriented, and thrive with autonomy and broad impact, we'd love to hear from you.

Responsibilities:

Full end-to-end ownership of digital customer communication systems

Identify opportunities to optimize and improve customer communication, evaluate suitable alternatives, and lead their implementation

Perform hands-on configuration, customization, and implementation in response to evolving business needs

Monitor system performance, usage, and effectiveness, generate insights, and drive continuous improvement

Support business users and continuously enhance customer experience and value delivery

Maintain ongoing documentation of processes, changes, and organizational knowledge, alongside vendor relationship management

Qualifications:

Bachelor's degree in a technology-related field – required (Industrial Engineering & Management or Information Systems – an advantage)

3+ years of experience implementing, operating, and managing business and digital systems, with emphasis on CRM, customer communication platforms, and similar tools

Hands-on experience with system configuration, implementation, troubleshooting, and interface management

Experience working with internal stakeholders, external vendors, and cross-functional teams

Familiarity with platforms such as Wonderfull, Cellosign, Glassix, InforU, or similar systems – a significant advantage

Strong process-oriented mindset, a service-driven approach, and genuine interest in AI and automation

Core skills:

High technological aptitude and the ability to quickly learn new systems, tools, and processes

Familiarity with conversational AI tools (Voicebots, Chatbots), foundational understanding of Prompt Engineering, and the ability to define conversational flows and scripts

Strong capacity for independent work and full ownership of end-to-end processes and systems

Organized and detail-oriented, with the ability to manage multiple tasks simultaneously in a dynamic environment

Experience in customer service domains or regulated financial institutions / investment firms – an advantage

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