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?
If so, we want to hear from you!
This is a fantastic opportunity as you will play an important role within the team, as you will be required to develop and support the implementation of new technologies. This includes supporting senior staff and building successful relationships with key stakeholders.
At the Driver and Vehicle Licensing Agency (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.
As a Junior Telecoms Infrastructure Engineer, you will be involved in a range of diverse projects, helping to deliver the benefits of our new 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 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 21st January at 11am.
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’.
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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 .