Software Engineer

Salary: £57,272 plus £3,520 London allowance if applicable

We're looking for a Software Engineer who is passionate about Tech for Good and wants to make a difference for the people we help on a daily basis.

Our digital teams are at the heart of the services we deliver to the public. We build tools to make access to advice easier and give people the knowledge and confidence they need to find their way forward.

You will be working in the Remote Advice Platforms team which is responsible for the ongoing management and development of our Amazon Connect based Phones platform, along with the future addition of Chat, Email and Video channels. Roll out of the Phones channel was completed in March 2023 and now supports 20 different services across the organisation.

Working alongside the Contact Centre Architect and Platform Administrators, you’ll provide software development skills to support the work of ongoing improvement to the services and introduction of new services. You will be building Lambdas and other supporting tools and infrastructure required to enable Contact Flows to handle calls, chats and emails through the platform. There will also be the opportunity to work on improvements to the management and maintenance of the platform developing tools and techniques using the Amazon Connect and other AWS APIs.

Please provide details in your cover letter to evidence the following essential criteria. Please make sure your cover letter provides evidence for the essential criteria succinctly.

• General experience developing and working with AWS services including DynamoDB, CloudWatch. You’ll be working with a broad set of AWS services outside of Amazon Connect that are required to run the service, and will become the team’s expert on these.
• Development of scripts and Lambdas using Python. Contact Flows in Connect rely on Lambdas for any complex processing or integration and a number of these have already been built using Python as the selected language. Continuous improvement of the service will require enhancement of these and creation of new functionality. Outside of contact flows, Python is used to produce tools that utilise AWS APIs to streamline and automate management of the platform and services.
• Software design experience. You’ll be responsible for designing the software that you build, communicating with the contact centre architect and other technical architects in the organisation to agree your designs

Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem.

Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service.

Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ+ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed.

We’re a flexible employer, so this role may suit anyone who’d prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we’re open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.

The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.

Our commitment to colleague wellbeing is reflected in us being awarded Gold in the Health & Wellbeing category, as well as Overall Winners, at the Employee Experience Awards 2022.

Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.