Role Overview
As a Lead Technical Architect in the DWP Digital Digital Channels team, you will lead the architecture design behind our Digital Channels Contact Centre (DC3), a transformation program moving from traditional voice-based services to a fully integrated omni-channel contact centre. This high-impact role shapes strategy, influences senior stakeholders and guides the design of complex solutions across cloud, on-premise and hybrid environments, directly impacting how citizens interact with vital public services.
Key Responsibilities
* Design and evolve DWP’s next-generation contact centre platform, including call routing, customer journeys, agent workflows, and scalable/high-availability environments.
* Translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them.
* Work with delivery teams throughout the full lifecycle – from early concept through to live services – across agile, waterfall or blended approaches.
* Design end-to-end contact-centre solutions across voice, chat and digital services, integrating conversational IVR and AI-driven capabilities such as NLP and virtual agents.
* Own architecture governance, ensuring solutions align with strategy and long-term goals, and manage technical risk.
* Mentor and support other architects, sharing best practice and raising standards across the architecture community.
* Drive the shift from traditional telephony to a fully integrated omni-channel environment, ensuring resilience, security and scalability.
Required Technical Expertise
* Experience with telephony and contact-centre technologies, including Cisco, Avaya, Genesys, Amazon Connect, NICE CXone, VoIP, IVR, CTI and ACD.
* Knowledge of AI and automation in contact centres, including conversational IVR, NLP, chatbots and speech analytics.
* Strong understanding of cloud, on-premise and hybrid architectures and how they support modern contact-centre platforms.
Benefits & Compensation
* Pay up to £99,836 (includes £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to assessment).
* Civil service pension with employer contributions worth 28.97 % (up to £16,786 per year).
* Generous leave package: 26 days rising to 31 days over time, plus up to 3 extra days off per month on flexi-time, and all public holidays.
* Hybrid working model: flexible hours and a mix of home and hub collaboration.
* Other benefits: volunteering & charitable giving time, flexible working policies, discounts and savings, interest-free loans for bikes or season tickets, sports and social activities, professional development, coaching and mentoring.
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