Job Description
As a Lead Technical Architect, you'll join DWP Digital’s Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre.
You will operate at the highest level of architecture leadership – shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on‑premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience on a national scale.
Responsibilities
* Lead the design and evolution of DWP’s next‑generation contact centre platform, driving the shift from traditional telephony to a fully integrated omni‑channel environment.
* Design end‑to‑end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high‑availability environments.
* Integrate telephony and contact centre technologies such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone, including VoIP, IVR, CTI and ACD.
* Incorporate AI and automation, including conversational IVR, natural language processing, speech analytics, real‑time agent support and workforce management tools.
* Translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement.
* Own architecture governance, ensuring solutions align with strategy and long‑term goals; define roadmaps, manage technical risk and identify opportunities for innovation.
* Support and mentor other architects, sharing best practice and raising standards across the architecture community.
Qualifications
* Experience in on‑premise and hybrid environments covering security, networking, data and integrations.
* Strong application of architecture principles, patterns and standards to guide decisions and create consistent designs.
* Hands‑on experience with delivery teams across the full lifecycle, using agile, waterfall or blended approaches.
* Ability to translate business needs into clear technical solutions and explain decisions to stakeholders.
* Deep knowledge of modern contact centre platforms and how they support multi‑channel services and integrated customer journeys.
* Understanding of AI and automation in contact centres, including conversational IVR.
Benefits
* Hybrid working – a mix of home and face‑to‑face hub collaboration.
* Pay up to £99,836 (salary plus Government Digital and Data Allowance).
* Bright civil service pension with employer contributions worth 28.97%, up to £16,786 per year.
* Generous holiday package starting at 26 days, rising to 31 days, plus up to 3 extra days off a month on flexi‑time.
* Flexible working hours and flex‑friendly policies.
* Paid time off for volunteering and charitable giving.
* Inclusive work culture – “I Can Be Me in DWP”.
* Discounts and savings on shopping, fun days out and more.
* Interest‑free loans to buy a bike or a season ticket.
* Sports and social activities.
* Professional development, coaching, mentoring and career progression opportunities.
Location & Mobility
* Work in one of our digital hubs: Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield.
* Choose the hub most convenient for you.
Employer Awards
* 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence Awards.
* Diverse and Inclusive Leadership at Digital Leaders Awards 2024.
* Best Place to Work in Digital category in the Computing Digital Technology Leaders Awards 2025.
* Best Public Sector Employer at Women In Tech 2025.
Application Process
The application and selection process consists of two stages:
* Apply: Complete your application on Civil Service Jobs; full instructions are provided when you submit.
* Interview: A two‑stage online interview.
EEO Statement
DWP is an equal opportunities employer.
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