Creatio SME

iO Associates; Lancashire; On-site; GBP 65,000 - 90,000; Full time

Job summary

iO Associates seeks a Creatio SME to act as the functional authority for the Creatio platform within a fast-paced, high-volume contact centre environment in the UK. You will shape the platform roadmap, prioritise out-of-the-box capabilities, and work with a Creatio-experienced Business Analyst to maximise value and rapid delivery.

The role emphasises hands-on delivery, stakeholder engagement, and practical configuration to enable self-serve and efficient customer interactions.

Qualifications

• Hands-on Creatio experience (min v8.3) required.
• Strong knowledge of Creatio CRM and BPM with out-of-the-box focus.
• Comfortable working in an agile delivery setup.
• Excellent communication with both technical and non-technical stakeholders.
• Proven ability to translate requirements into functional platform solutions.
• Experience with Creatio v10.x and AI-enabled features.

Responsibilities

• Creatio functional authority: advise stakeholders on native capabilities and best practices.
• Requirements & solution advisory: translate needs into Creatio solutions.
• Contact centre optimisation: improve agent workflows in a high-volume setting.
• AI roadmap support: help implement AI features in Creatio 10.x.
• Configuration & delivery: configure workflows, dashboards and automations in Agile framework.
• Integration awareness: advise on integrations between Creatio and third-party tools.
• Support & troubleshooting: provide user support and drive platform adoption.
• Documentation & enablement: create functional docs and deliver training.

Skills

Creatio expertise

CRM & BPM

Agile delivery

Stakeholder comms

Job description

iO Associates has partnered with a fast-paced organisation operating a high-volume contact centre environment. We are supporting the hire of a Creatio SME to join a lean, agile team and act as the functional authority for the Creatio platform.

This is a hands-on, business-facing role with real influence over how the platform is shaped and adopted. You'll work closely with a Creatio-experienced Business Analyst and the wider digital transformation team to maximise value through out-of-the-box capability, rapid delivery, and a clear platform roadmap (including AI enablement).

Key Responsibilities:

• Creatio functional authority: Advise stakeholders on Creatio's out-of-the-box capabilities and best-practice configuration to minimise custom development and delivery time
• Requirements & solution advisory: Translate business needs into functional Creatio solutions, prioritising native features before any bespoke build
• Contact centre optimisation: Improve agent workflows, case management, and customer interaction quality within a high-volume environment
• AI roadmap support: Contribute to implementing AI capabilities in Creatio to enhance customer interactions, support self-serve, and manage demand effectively
• Configuration & delivery: Configure workflows, dashboards, and business process automation within an agile delivery framework
• Integration awareness: Advise on integration approaches between Creatio and third-party tools to support effective data flow
• Support & troubleshooting: Provide functional support to users, resolve platform issues, and drive platform utilisation
• Documentation & enablement: Produce clear functional documentation and deliver training / knowledge transfer to stakeholders and team members

Required Skills & Experience:

• Demonstrable hands-on experience with Creatio (minimum v8.3)
• Strong functional knowledge of Creatio CRM and BPM, with a clear bias toward out-of-the-box solutions
• Comfortable working in an agile delivery setup
• Strong communication skills, able to advise both technical and non-technical stakeholders
• Track record of translating requirements into practical, functional platform solutions
• Familiarity with Creatio v10.x and its latest feature set
• Hands-on delivery of AI-enabled features in Creatio 10.x (e.g., predictive routing/prioritisation, similar-text matching for knowledge suggestions, intelligent classification/field prediction, next-best-action style recommendations)
• Background in self-serve channel enablement and/or demand management via CRM