Do you have experience creating cloud omni-channel Contact Centre Systems?
Do you want to be involved in exciting software and omni-channel Contact Centre development projects?
Are you excited to work with cutting-edge Artificial Intelligence in chatbot technology?
If so, we want to hear from you!
The Driver and Vehicle Licensing Agency (DVLA) processes approximately 12 million customer contacts annually. At DVLA Digital we focus on user needs, whether that is a citizen, an organisation, or an internal user. We are committed to providing the most efficient, effective, and secure services to meet the needs of a diverse and ever growing digitally aware customer base.
The DVLA operates a cloud-based omnichannel contact centre, consistently ranking among the highest in the United Kingdom for customer satisfaction. The contact centre development teams are at the forefront of artificial intelligence (AI) development, actively pursuing several AI projects for the DVLA contact centre.
As a Junior Telecoms Infrastructure Engineer, you will be part of DVLA's Centre of Digital Excellence and involved in a range of diverse projects, helping to deliver the benefits of our cloud omni-channel contact centre system. You will be a subject matter expert with a wide range of systems or in-depth product knowledge. You will work alongside industry professionals to shadow, learn and then undertake increasingly complex tasks within your field. You will work on real services as your skills develop and will be part of the DVLA Infrastructure Engineering Community. You will use your knowledge to work with minimal supervision, reviewing existing processes with the objective to make changes to improve services, helping to define and implement technical best practice.
The team also provide a rota covering out of hours activities and provide on call cover to support delivery of the service (5pm – 7am Mon-Fri and 24/7 on weekends and bank holidays) for which a non-pensionable allowance will be paid if you partake.
Responsibilities
Your responsibilities will include but will not be limited to:
* Working under supervision with a range of systems to help define and implement technical best practice, whilst effectively planning and implementing creative and innovative service changes
* Supporting infrastructure engineers to manage systems within OLA/SLA and monitoring performance through statistical reporting and analysis
* Developing skills while working under supervision to deliver activities in a multidisciplinary team, keeping up to date with new products, tools, and techniques
* Establishing relationships with stakeholders to support the delivery, maintenance, and enhancement of service
* Engaging with stakeholders to help infrastructure engineers analyse information, trends, and to diagnose and propose action to resolve issues
For further information about the role please see the attached role profile.
Would you like to find out more about the role, the digital team and what it’s like to work at DVLA? If so, we are organising a familiarisation session where you can virtually 'meet the team' on Tuesday 18th March at 10:30am.
Please click here to book on.
Additional Information
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.
Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .