Senior Technical Architect (Contact Centre) Department for Work & Pensions

Reference 14771
Number of vacancies 1
Location Leeds, Manchester, Newcastle or Sheffield
Salary £47,029 — up to £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 11 October 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 a talented Senior Technical Architect 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. With a focus on automation through contact centre products; robotics; and e-document management.


Please check out this recording of our August 2019 Webinar and learn more about how we’re redesigning the way people interact with DWP.

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 handling 6 million calls per month.

Our service is built on a market-leading Genesys platform, unlocking functionality that will allow DWP to deliver an orchestrated, Omni channel 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.

You and the role
You will be responsible for the design, overseeing implementation of new products and services and modifications to existing products and services on the existing contact centre platform.

In addition, you will also be responsible for security engagement and audits, plus taking new products to design authority in line with existing DWP process.

The platform is made up of Genesys for Contact Centre activities and Verint Voice Recording, and therefore you will ideally need an understanding of both these products.

You will be able to demonstrate and implement a wider awareness of items such as:
• networking and routing
• security products
• applications and techniques
• hypervisor and containers
• cloud applications
• management systems

What are we looking for?

You should be able to demonstrate understanding and practical experience of:
• The designing and overseeing implementation of new products and services
• Overseeing of changes to existing products and services
• Involvement in selection of new products and services
• Engagement with stakeholders to determine most suitable methods of achieving required outcomes
• The implementation of processes/practical considerations to security, design approvals and validations.

Where will you work?
You’ll join our team in your choice of either of our Digital Hubs in Manchester, Newcastle, Leeds or Sheffield.

We provide the latest tech and tooling and foster a collaborative culture to help our agile, multidisciplinary teams think big and try new things. You will work alongside people who care passionately about public service, making a difference and delivering for our customers.

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.

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

If you have any questions of you want to discuss the role before you apply get in touch with me via danny.winch@dwp.gov.uk

Apply now