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