Job Description

Centrica are going through a fascinating period of change. We\xe2\x80\x99re evolving to become a truly purpose-led organisation, helping millions of customers to live more sustainably, simply and affordably. We truly believe that we have a huge role to play in helping the nation to cut carbon emissions and prepare for a net zero future, and it\xe2\x80\x99s a role we are immensely proud of.

An opportunity to play your part \xe2\x80\x93 We currently have an exciting opportunity for a Software Engineer (AWS Connect) to lead, manage and spearhead the development of our ongoing strategy. As the successful candidate, you will have the opportunity to provide the vision and direction to the practice, defining services, strategies, and scalable growth opportunities from both a technical and non-technical perspective.

The Day to Day

• Act as a key member of the Customer Experience practice where improving Customer Experience will be at the heart of what you do.
• Support with the delivery of customer journeys that are required to deliver desired customer experience and provide support with the creation, documentation and review detailed user stories together with the development and prioritisation of backlogs
• Be adept at working to engineering business outcomes as well as highlighting the risks and opportunities associated with the inherent technical changes.
• Collaborate and contribute to the Customer Experience Product Roadmap working with external and internal stakeholders.

About you

• Show a passion to provide personalised, proactive and predictive Customer Experiences in support of ever-changing customer behaviours.
• Provide a good working knowledge of the Contact Centre technology Eco-System and how it is evolving and leveraging cloud capabilities \xe2\x80\x93 ACD, IVR, WFM, NLCS.
• Undergo exposure to Contact Centre operations together with an understanding of regulatory compliance across different industries \xe2\x80\x93 Financial Services, Utilities, Travel etc.
• Demonstrate experience of managing stakeholders with the ability to communicate complex technical information using plain English at Project, Programme & Executive levels.
• Deliver a Critical & Creative mind-set with a proven ability to turn business visions and ideas into workable technical solutions that deliver true business value using Design Thinking and Agile ways of working.
• Show a thirst to learn, grow and mentor those that you work with. People come first and it\'s important to foster the long-term progression of the team.
• Have experience of working in a regulated environment.

Technical Ability (Ideal)

Technical understanding of contact centre architecture and technology:

• Contact Centre Technologies \xe2\x80\x93 Amazon Connect, Genesys, IMI.
• Voice Telecommunications and Networks.
• Natural Language and Speech Recognition technologies.
• Voice Biometric technology.
• Workforce Optimisation capabilities.
• Contact Centre Compliance \xe2\x80\x93 GDPR, PCI, PII.
• Contact Centre Analytics - Real time & Historical.
• Cloud Technology awareness - Amazon Web Services.
• Testing tools and technologies.
• Exposure to modern software engineering \xe2\x80\x93 Agile, DevOps.
• Desirable experience in Continuous Integration/Continuous Delivery.
• Measurably meeting business requirements across and beyond project lifecycle.
• Proven record investigating and analysing business activities and processes in a structured manner.

What\'s in it for you -

• Competitive salary and bonus potential
• Employee Energy Allowance at 15% of the government price cap
• Pension scheme
• Company Funded Healthcare Plan
• 25 days holiday allowance, plus public holidays, and the option to buy up to 5 additional days
• Excellent range of flexible benefits, including technology vouchers, electric car lease scheme & travel insurance

At Centrica we embrace diversity and actively seek to attract individuals with unique backgrounds and perspectives. To build a more sustainable future, we need the best team \xe2\x80\x93 a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are dedicated in helping to close the diversity gap and would love to see more females, people of colour and LGBTQ+ employees, as well as those from a variety of cultures and ethnicity to veterans and the differently abled. Supporting diversity and inclusion is a big part of who we are, we are not looking for people to fit into our culture but to add to it!

PLEASE APPLY ONLINE by hitting the \'Apply\' button.

Applications will ONLY be accepted via the \xe2\x80\x98Apply\xe2\x80\x99 button.

This role is being handled by the Centrica recruitment team and NO agency contact is required.

Centrica