Data Engineer with Genesys Department for Work & Pensions
Reference
95116
Number of vacancies
2
Location
Blackpool, Leeds, Manchester, Newcastle-upon-Tyne or Sheffield
Salary
£31,989 — £40,666
Work hours
37 hours per week
Employment type
Permanent
Job benefits
A brilliant Civil Service pension with employer contributions circa 27%, generous annual leave, flexible working and lots more…
Closing date
10 March 2021
Job description
• Do you have experience with utlilisation and leverage of data in a Genesys Contact Centre?
• Can you innovate, inspire and promote a modern standards approach?
• Do you have expertise in crafting Data Solutions?
• Can you promote a customer-centric model of excellence and implement process improvement?
• Are you ready to be part of a digital transformation of products and services used by millions of people?
Then look no further, we’d love to hear from you. Click Apply now for more info and to start an application.!
DWP Digital With Purpose.
This is an exciting opportunity for a talented and innovative Data Engineer with skills and experience in Genesys to help us transform data management and data services within a complex contact centre environment.
DWP’s Next Generation Contact Centre operates one of the largest contact centre platforms in Europe, enabling 25000 service centre colleagues from 17 separate Business Units to answer almost 50 million calls from citizens every year.
Our challenge is to operate a resilient and stable service which improves our citizens experience. We want to reduce the amount of time needed to handle calls and, as much as possible, remove the need for people to contact us at all.
Data. Work. Projects.
We have 2 roles available, one entry level or junior role, and one a level above that (which we call working level).
You’ll join our award winning Next Generation Contact Centre team.
Our service is built on a market-leading Genesys platform, unlocking functionality that will allow DWP to deliver an orchestrated, omnichannel experience for citizens, improve internal communication, support information sharing and assure security.
NGCC and Genesys won the Gold Award for Innovation at the European Contact Centre and Customer Service Awards. Over the next three years we will continue to innovate to enhance the user experience and drive efficiency.
These are exciting times in NGCC, we are building a platform that will evolve and along with emerging technologies, and introducing automation to ensure we are building fit for purpose services that really work us and the people who need to contact us..
You’ll have skills in Genesys in order to identify the challenges of this product and how to get the best out of the application.
And you’ll have an engineering, analytical mind-set applying logistics to understand how contact centres should work efficiently. You’ll help improve the visibility of operational data reporting in real time management around contact centres including incoming web chat and customer service agent reporting.
It’s a real opportunity to own and shape the the design, build and evolution of the largest, most complex Genesys contact centre environments around.
What skills & experience we are looking for?
You’ll be able to demonstrate experience of :
• Successfully delivering high quality outcomes that meet the customers’ needs and gives value for money
• Analysing and using a range of relevant, credible information from internal and external sources to support decisions.
• Working with Genesys InfoMart to configure data collection and ETL and create reports based on InfoMart data.
• Working with Genesys Pulse to define and create dashboards
• Identifying simple patterns and trends in support of problem investigation, and identifying opportunities, recommending solutions to these.
• Working in agile teams, using modern standards including rapid prototyping to enable delivery of high quality outcomes that meet customer needs. Develop, implement, maintain and review systems and services to ensure delivery of professional excellence.
Details. Wages. Perks.
You’ll join us in one of our brilliant digital hubs in your choice of Blackpool, Leeds, Manchester , Newcastle or Sheffield. Find out more about our hubs here: https://careers.dwp.gov.uk/our-locations/
We also have all the tools and tech we need to work flexibly. Many of us are working remotely at the moment due to Covid-19.
We offer competitive salary for this role is up to £40,666 per annum, a brilliant civil service pension with employer contributions circa 27% and a generous leave package.
We also have a broad benefits package built around your work-life balance which includes:
• Flexible working, including flexi hours and flexi days off
• Family friendly policies
• Volunteering and charitable giving
• Discounts and savings on shopping, fun days out and more
• Interest-free loans to buy a bike or a season ticket, so it’s even easier for you to get to work and start making a difference
• Sports and social activities
• Learning and development tailored to your career goals.
• Award winning culture and environment
• We are an equal opportunity employer and we welcome applications regardless of age, gender, race or sexuality.
For further information click apply or contact tia.nicholas@dwp.gov.uk
To APPLY just click on the button and start an application on Civil Service Jobs.