Application Engineer - Telephony

HMRC runs the biggest digital operation in Government, providing online services for 45 million individuals and 4.9 million business customers. Our digital programme is multi-award winning and the envy of government organisations!
We are undergoing major transformation, which includes investment in our digital services and providing our people with great places to work. This really is an exciting time to join an organisation that probably doesn’t work how you’d imagine a government organisation would!

Chief Digital Information Officer (CDIO) – Customer Service Group

You will join our Voice Services Team who are integral to our digital transformation and are redefining our telephony platform - we deal with over 50 million customer calls a year, supporting over 20 lines of business and 30,000 users. The telephony platform is a key component of the overall customer engagement programme (CEP) which is in the process of delivering best in breed technology with a view to transforming how HMRC manages customer contact. HMRC’s Telephony platform encompasses all areas of voice services including core telephony, voice biometrics, speech automation, IVR deflection, call recording and speech and data analytics.

As an Application Engineer - Telephony you will work in an Agile way to deal with all technical aspects of configuration including development, integration, testing and deployment of IVR applications.
You will join our team during the project stage, working alongside suppliers and business colleagues to support the design and build of a new telephony platform, gaining skills and knowledge to ensure you understand the technical concepts required in the role. On completion of the build phase you will use the technical skills gained to manage and support the ongoing service, working collaboratively with the business to continually look for ways to optimise and automate services to improve customer outcomes.

Responsibilities Working as part of a team, duties include but will not be restricted to:
• Building strong collaborative relationships with:
• external suppliers and business colleagues to build and configure the new telephony platform
• suppliers to co-ordinate build activity and develop an understanding of how to undertake and support integration testing
• the wider programme to understand integration points
• live services to manage day to day technical change
• business colleagues to find opportunities to optimise and automate the platform to deliver business benefits
• Identifying risks and taking accountability for progressing mitigating actions around platform build
• Make sure applications are available within service level agreements and are working to design
• Carry out activities in incident, problem, change and configuration management and continual service improvement processes
• Making BAU changes to the platform

Essential Criteria:
The successful candidate will demonstrate experience of:
• Strong analytical and logical skills
• Adapting to new and complex concepts
• Building stakeholder relationships
• Optimising the customer experience
• Managing multiple priorities
• Communicating effectively at all levels including internal and external stakeholders
• Experience of managing Cloud-based services or a keen interest in Cloud technologies and an understanding of how they can benefit an organisation

Desirable criteria:
• Experience of building/administering a Customer Contact Telephony Platform
• Use of Agile methodology
• ITIL processes

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

We'll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Working Together
• Changing and Improving

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension