Senior Contact Centre Architect

Contract Type
Expiry Date
07/07/2022 13:18:00
Senior Contact Centre Architect - Up to £65,000, 27.9% pension, 60% work from home (Genesys and Verint experience is desired but not required)

Job Description

Senior Contact Centre Architect - Up to £65,000, 27.9% pension, 60% work from home (Genesys and Verint experience is desired but not required)

Do you want collaborate with multi-disciplinary experts, to design modern IT architecture as we transform one of the biggest contact centre operation in Europe?

DWP. Digital with Purpose.

DWP has one of the largest contact centres in Europe. It is managed by BT and receives more than 60 million calls per year, handled by around 25,000 agents.

The Department has over 400 telephone numbers across 17 lines of benefits. Even globally, we're up there is terms of scale and complexity.

Our Digital Channels Team has a rare opportunity for Contact Centre Architects looking or their next big challenge. You will lead architecture design for DWP's next generation Contact Centre solutions, fundamentally transforming how millions of people interact with government, and access products, services and support when they need them.

Your focus will be on transitioning from a traditional voice only "call centre" to a leading multi-channel "contact centre", with the ultimate intention of creating a world-class omni-channel environment.

The Role

You will

  • Design technical solutions (products and services) that meet user needs and line up with DWP technical strategy and standards.
  • Provide a consistent set of solution views - you'll have the skills to communicate the construction of a solution to all stakeholders.
  • Champion solution communication, making the complex simple to understand.
  • Support delivery teams, blending technical (development and architecture) and behaviour (leadership and communication) skills.
  • Be an active part of the biggest Architecture practice in UK government, developing your skills, and those of your peers, and driving our community forward.

    You'll need skills and experience in:

  • Contact Centre architecture design and modelling techniques, patterns, 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.
  • Public cloud technologies, design patterns, and best practice (e.g. Amazon Web Services,).
  • Presenting to technical governance forums.

The Process

  • Stage 1: Application
  • Stage 2: Interview

Here at DWP Digital we know how valuable your time is and that finding a new job is stressful enough without having to do umpteen stages and round after round of technical exercises.

That's why we have a clear and succinct hiring process with only TWO STAGES - So click the link below and get started with the next step in your career at DWP Digital.

CLICK APPLY for more information and to start your application.