Support Engineer

Advertiser
DWP
Reference
206009
Contract Type
Permanent
Sector
IT
Location
Newcastle upon Tyne
Expiry Date
25/05/2022 12:28:00
Support Engineer: brilliant opportunity for support engineers with knowledge and experience of contact centre, telephony domain, Genesys and Verint software. Up to £45,018, 27.1% pension

Job Description

Support Engineer: brilliant opportunity for support engineers with knowledge and experience of contact centre, telephony domain, Genesys and Verint software.

Up to £45,018, 27.1% pension, 60% home working, and great work/life balance

DWP. Digital with Purpose.

DWP is the UK's largest government department. Over 20 million daily users get in touch with us, as they try to find work and access critical support.

Our contact centres and contact channels are a lifeline to so many people. And we're delivering a once-in-a-generation transformation of these contact centre services, using leading-edge tech to improve outcomes for users.

We are looking for a Support Engineer to join us. You'll have prior experience giving 3rd line support and have some knowledge and experience of contact centre, telephony domain, Genesys and Verint software.

It's a brilliant opportunity to build your skills and fast-track your career in one the biggest and most complex contact centre engineering environments.

As our new Support Engineer, you will:

  • Deliver and maintain quality software, which is supportable and clean to operate.

    * Provide technical support on a number of critical contact centre specific applications, including troubleshooting issues, and identifying and resolving technical issues related to the applications.

    * Own and maintain technical documents and processes, and assist in delivering application training to your technical colleagues.

    * Work collaboratively to prepare or maintain plans and upgrade schedules for the systems and applications.

    * Develop reports for teams across the business and help to facilitate the communication of technical findings, models, and insights to different technical and non-technical audiences.

    * Provide out of hours support, as and when required.

    * Provide leadership and training for application engineering team members.

    * Support and assist the testing team

What skills, knowledge and experience will you need?

  • Genesys Platforms (Enterprise & Cloud)
  • Genesys applications including core contact centre, WFM, Routing, Reporting and Agent Desktop.
  • Verint products, Omilla products, Nuance products.
  • Experience of working with a medium to large contact centre organisation (or a strong understanding of working in that context)
  • Ability to manage conflicting views to enable good design and prioritisation choices.

Details. Wages. Perks.

You'll join us in one of our brilliant digital hubs in Birmingham, Blackpool, Leeds, Manchester, Newcastle, Sheffield or London, whichever is most convenient for you.

We also have all the tools and tech we need to enable our people to work flexibly. We work a hybrid model with 60% home working.

We offer pay up to £45,018.

You'll also get a brilliant civil service pension with employer contributions worth 27.1%, and a generous leave package, starting at 26 days and rising to 31.

We also have a broad benefits package built around your work-life balance which includes:

  • Flexible working, flexi hours and extra flexi days off
  • Hybrid working: 60/40 home working, and hub working
  • Family-friendly policies
  • Time off volunteering and charitable giving
  • Bring your authentic self to work with 'I Can Be Me in DWP'
  • 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
  • Working in an award-winning environment and culture
  • Professional development, coaching, mentoring and career progression opportunities.

Process.

Stage 1: Application

Stage 2: Interview

We know how valuable your time is. 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.

 
DWP