Job Vacancy Lead Application Engineer

DWP. Digital with Purpose.

We want a Lead Application Engineer to join our community of experts in DWP Digital as part of our brilliant Contact Centre applications team.

DWP's Contact Centre is one of the largest in Europe. We're the main way that over 20 million claimants and customers who use the DWP's welfare, pensions and child maintenance services get int touch and access support.

Delivery. Work. Projects.

DWP is the UK's largest government department. Our Digital teams are transforming how we help people into work and make payments worth over £195bn a year, to support some of the most vulnerable people in our society.

You'll be the Lead Application Engineer for DWP's Next Generation Contact Centre (NGCC) team, developing and supporting Contact Centre technologies.

You'll define our medium to long term strategies for Contact Centre product lines, setting guidelines for the Engineering community and leading their adoption across teams.

You'll lead and mentor a team of engineers, creating a collaborative and innovative work environment.

You and your team will make DWP Contact Centres work better.

The applications you build and maintain will make it easier for millions of people to get in touch with DWP. You'll help ensure our DWP colleagues give the right help when people need it.

What skills, knowledge and experience will you need?

• Extensive experience of Domain/Software utilising technologies such as Genesys (including core Contact Centre, Routing, Reporting, Workforce Management and Desktop), Verint, Power BI, Omilia and Nuance.

• Experience of championing the evolution and delivery of quality software which is easy to maintain and clean to operate, and ensuring the best practice adoption of technical support principles, standards and processes.

• Knowledge and technical expertise in Contact Centre, Telephony and Channel domains - using software to improve business performance and working with key technical decision makers to define the strategic vision for products.

• Experience leading and developing a coaching and mentoring culture withing engineering teams alongside collaborating with cross-functional teams.

• Leading teams to mitigate risks and issues, and ensuring all requests for live support are dealt with according to set standards and procedures including the provision of out-of-hours support as and when required.

• Experienced leader with strong influencing skills, able to grasp complex technical concepts and communicate to a range of non-technical and technical stakeholders.

Details. Wages. Perks.

Location: You'll join us in your choice of our digital hubs in either Birmingham, Blackpool, Leeds, Manchester, Newcastle or Sheffield.

Hybrid Working: We also have all the tools and tech we need to enable our people to work flexibly. We work a hybrid model with a mix of home working and sometime in the office.

Pay: £69,869 to £89,995.

Pension: You'll be eligible for a brilliant civil service pension with employer contributions of 28.97%, worth up to over £22,500 a year.

Holidays: You'll get a generous leave package, starting at 26 days and rising to 31 days over time, plus all the usual bank holidays, and the option to take extra days off on flexi leave.

Our broad benefits package is built around your work-life balance and includes:

• Flexible working, flexi hours and flexi days

• Hybrid working: some time in a hub with the team, some time at home

• Family-friendly policies

• Time off for 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, so it's even easier for you to get to work and start making a difference

• Sports and social activities

• Working in an award-winning environment and culture

• Professional development, coaching, mentoring and career progression opportunities.

CLICK APPLY for more information and to start your application.