Senior Solution Architect – Contact Centre Specialist Department for Work & Pensions


Reference 54376
Number of vacancies 1
Location Manchester
Salary £47,971 — £61,000 per annum
Work hours 37 per week (flexible working)
Employment type Permanent
Job benefits

We 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
• Sports and social activities
• Learning and development, including coaching, mentoring, qualifications and accreditation
• Career progression opportunities and lots more

Closing date 1 July 2020

Job description

DWP. Digital with Purpose.
We’re looking for a talented Senior Solution Architect – Contact Centre Specialist to join our growing community of experts.

We’re living in extraordinary times, with unprecedented need for DWP products and services in our communities. So it’s never been more important for us to hire people like you, with the expert skills and values we need to power a once-in-a-generation digital transformation of government products and services.

DWP currently has an enormously ambitious and challenging agenda, often working in partnership with the private and voluntary sector. We provide services and support to over 20 million people and are responsible for over 730 million benefit payment transactions each year.

With our users at the heart of everything we do, together we’ll make our services easier and faster to access, quicker and more efficient to develop, more scalable, and more available to the people who need them.
You and your role

As a Senior Solution Architect for the

you will design technical solutions, products and services used by thousands of DWP colleagues and impacting millions of people across the UK.

DWP has one of the largest contact centres globally, which is managed by BT and receives more than 60 million calls per year, handled by around 25,000 agents. We have over 400 telephone numbers across 17 lines of benefits.

We are transitioning from a traditional voice-only call centre model to a multi-channel contact centre, with the ultimate intention of providing a world class omni-channel environment.

Here you’ll be challenged to blend your technical skills, in development, architecture and more, with your softer behavioral skills like leadership, relationship building and communication. Prior experience of Solutions Architecture in the context of contact centres and omni-channel customer contact environments will definitely help.

Whatever the situations, you are a champion of solution communication. You’ll create and provide a consistent view of solutions and their construction, making the complex simple to understand for delivery teams and stakeholders at all levels.

What are we looking for?
For this role we welcome applications from those who can demonstrate that they have experience and knowledge of:

• Architecture design and modelling techniques, patterns, tools and standards.

• Contact Centre platforms offering multi-channel support, cross channel-integration, and customer interaction services such as natural language IVR, web chat, virtual agents, and co-browsing.

• Workforce Optimisation solutions and technologies, including Workforce Management, Quality Monitoring & Speech Analytics.

• Genesys and G+ platforms.

• Integration of Contact Centre solutions with Enterprise Applications, including Siebel CRM.

• Contact Centre systems that are architected for digital and artificial intelligence future.

Where will you work?
You’ll join our team at our digital hub in Manchester. Based in the city centre and easily accessible by tram, bus or rail, our facilities include a TechBar, café, cycle shelter, showers, Wudu washing facilities.

Have a closer look at the facilities via this link.

Also, check out this link as Manchester is the home to the GDS Academy, user experience lab and UX command centre.

We’re the UK’s biggest government department with over 80,000 diverse and brilliant people on our team. We are an equal opportunity employer and we welcome applications regardless of age, gender, race or sexuality.

CLICK APPLY for further information and to start an application on Civil Service Jobs.

If you have any questions or you want to discuss the role before you apply get in touch via

Click this link to check out tips for getting hired here at DWP Digital

And also here.

Apply now