Infrastructure Engineer (Next Generation Contact Centre) Department for Work & Pensions
Reference
1644229
Location
Blackpool or Manchester
Salary
Up to £37,402
Work hours
37
Employment type
Permanent
Job benefits
A brilliant Civil Service pension with employer contributions circa 20%, generous annual leave, flexible working, great work life balance and lots more.
Closing date
2 September 2019
Job description
If you’re creative with a passion for learning new things, want to be empowered to make decisions and challenge the norm, and want to bring your ideas to a MASSIVE digital challenge then you’ll love it here. And we’d love to hear from you.
We’re looking for talented Infrastructure Engineers with specialist Contact Centre skills to join DWP’s Digital Channels project and become a key part of one of the UK’s biggest and most high-profile digital transformation programmes, a once-in-a-generation reform of government products and services.
What is Digital Channels?
Digital Channels is a key enabler in DWP’s journey to becoming a modern, digital organisation. And it’s big. We’re redesigning and delivering distinct but interrelated communication channels to over 20 million citizens each year. We handle 120million transactions each year, rising to 210million by 2022/23.
With a focus on intelligent technology, citizen-led design, and automation, we’re developing an omnichannel service that will provide a high quality, integrated and seamless customer experience and save up to £450m by 2023.
You’ll join our award winning Next Generation Contact Centre (NGCC) team.
DWP’s Next Generation Contact Centre is the largest contact centre network operating in the UK. Supporting more than 28,000 agents in over 135 locations as they deal with 6 million calls per month, we have a unique opportunity to transform the way DWP communicates with citizens.
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.
You and your role
As an Infrastructure Engineer you will deal with the day to day management and development of infrastructure products and contribute towards their design.
Through your experience and knowledge of contact centre infrastructure, including Genesys platform and products, you will support and maintain infrastructure solutions and be part of a team who develop and improve new infrastructure capability aligned to Digital Channels strategy.
What are we looking for?
- Genesys Contact Centre Infrastructure – design, build and operate.
- Verint Contact Centre Infrastructure – design, build and operate.
- Network security products and countermeasure techniques, including firewalls, Virtual Private Networks (VPNs), encryption, and authentication techniques.
- TCP/IP Routing protocols.
- Load Balancing Techniques.
- Firewalls, eg. Application, next generation.
- IP Telephony Solutions.
It would also be great if you had one of more of the following desirable qualifications:
- Genesys Certified Associate / Genesys Certified Professional.
- Industry recognised Certification in Configuration Management.
Where will you work?
You’ll join our team in either Blackpool or Manchester.
In Blackpool, we’re accessible from across the North West. Our building sits in some beautiful natural grounds, which we share with wild rabbits, birds, fish and a family of otters. We have great facilities including a gym and a restaurant.
In Manchester we have the best of the city on our doorstep, with loads of great places nearby to meet, eat or to soak up a bit of culture. We have brilliant views over St Peter’s Square, looking out over Central Library and the Town Hall. We’re really handy for the train, bus or the tram, and we have a basement level lock up (with showers) for your bike.
In Channels we believe in giving you a working experience that meets your needs and expectations and that means a focus on work-life balance, flexible hours, team-based working and the ability to work from multiple locations.
We are an equal opportunity employer and we welcome applications regardless of age, disability, gender, race or sexuality.
Our Offer
In return for your skills we offer competitive salary up to £37,402, a brilliant civil service pension, and a generous leave package.
We also have a broad benefits package built around your work-life balance which includes:
- Flexible working
- 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, including coaching, mentoring, progression opportunities and guaranteed 5-days formal learning per year.
- And lots more
CLICK APPLY for further information and to start an application on Civil Service Jobs.