Contact Centre Engineer

Salary: £61,500 plus London allowance of £3,520 where applicable.

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

At Citizens Advice, we have big ambitions to help more clients in more ways to find a way forward. To achieve our strategic vision, we need to transform the way we work and the technology we use. This role is part of the Remote Advice Platforms team, established in 2022 to build and maintain our new Remote Advice Platform. The Remote Advice Platform is the technology used by Citizens Advice employees and volunteers to provide assistance to our clients over the phone, through webchat and other remote channels. We support over 10,000 agents to help millions of clients every year.

In this role, you will work as part of a small team to help define and carry out complex technical configuration and support the ongoing management of our Remote Advice Platform and associated/integrated technologies, in line with our strategy and business needs. You will also provide a point of escalation for internal and network teams with complex technical problems.

Our roles are open to discussion about flexible working, which may include arrangements such as part-time working, formalised flexitime, fixed (non-standard) working hours and job-sharing.

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.

• Proven experience of delivering telephone services on the Amazon Connect platform and associated AWS products including Lex, Polly, CloudWatch, DynamoDB, IAM, Lambdas.
• Ability to troubleshoot complex problems within an Amazon Connect/AWS environment.
• Familiarity with agile approaches and workflows and experience working on agile projects to deliver work that meets user needs and which is within scope, on time and of a high quality.

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.