Infrastructure Engineer – Telecoms 24 views

At 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 part of this role 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 as well as being critical to developing others. 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.

You will act as the escalation point for the 4th Line Engineers, overseeing and arranging work plans and providing general support.

There may be opportunity to be available on a rota basis to cover/undertake out of hours activities and provide on call cover to support delivery of the service (5pm – 7am Monday – Friday and 24/7 on weekends and public holidays) for which an allowance of around £3,000 will be paid.

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 Thursday 14th November at 12:30pm.

Please click here to book on.

Responsibilities 

Your responsibilities will include but will not be limited to:

• Developing technical implementations of omni-channel Contact Centre software development changes. Contributing into large IVR and digital channel development change and technical designs, including identifying risks. Working within a technical framework of the Project to meet customer requirements
• Contributing into promoting knowledge sharing and development of other team members both inside and outside of the group. Supporting and standing in for the team leader as necessary
• Managing systems within OLA/SLA, proposing, defining improvements, and implementing changes to meet service level requirements. Monitoring performance through statistical reporting and analysis
• Contributing to the definition of operational processes, (both internal and external) and dealing with customer escalated problems
• Establishing effective working relationships with the customer and relevant operational units, at the appropriate technical and/or management level, to understand the requirements of the customer’s business in order to deliver and enhance the service
• Taking ownership for obtaining the information required to diagnose and resolve medium to complex problems. Engaging with third parties/vendors to jointly resolve in-depth product issues where necessary. Proactively analysing information and trends, proposing action to resolve problems, maintaining and enhancing service

For further information about the role please see the attached role profile.

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’.

As an experienced Engineer in all things digital telephony and communications, you will be well versed in developing software for a high volume cloud omni-channel call centre specialising in digital delivery including web chat, chat bots and structured email routing with a keen eye for detail. You will have a solid understanding of cloud based contact centre solutions (CCaS) within telephony and stay up to date with new products, tools, and techniques, encouraging their use within the business to promote continuous improvement of capability.

This is an important role within the team as you will be required to plan, support, and sometimes lead the development and implementation of new technologies. This includes managing and supporting junior staff and building successful relationships with key stakeholders.

Working for the DVLA Digital Team

At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect that’ll wash across the nation. Here the work you’re doing has the capacity to change the way 50 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.

To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog.