Junior Infrastructure Engineer – Telecoms 23 views

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

As a junior infrastructure engineer in digital Telephony and communications, you will have experience in developing high volume cloud omni-channel call centre technologies and have 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 develop and support the implementation of new technologies. This includes supporting senior staff and building successful relationships with key stakeholders.