Job Description
Contract: Full-time, Permanent
Location: Nottingham (Support Office)
Closing date: 22/04/26
Do you enjoy turning complex operational processes into simple, intuitive ways of working?
As a Change and Technology Specialist at Boots, you'll design and optimise the technology and workflows that help our Contact Centre deliver confident, consistent, and high-quality customer experiences.
In this role, you will be at the forefront of driving change and innovation, collaborating with a passionate team that values your contributions. If you thrive in a dynamic environment and are eager to embrace change, this is the perfect opportunity for you!
What you'll be doing
Reporting into Gareth Morgan, CSC Transformation Manager, this role plays a critical role in the development, operation, and optimisation of Contact Centre technology and processes, with a primary focus on the Sprinklr CCaaS platform and associated telephony services.
You'll translate policies, processes, and business rules into intuitive, compliant agent- and customer-facing workflows, configure platform capabilities such as routing, automation, and case management, and support testing, releases, and governance to minimise operational disruption. Working closely with Operations, Training, Knowledge, IT, and third-party suppliers, you'll identify opportunities to improve efficiency, reduce cost to serve, and strengthen colleague and customer experience.
In this role, you will:
* Own the design, build, configuration, and lifecycle management of Guided Workflows in Sprinklr, ensuring clear, consistent, and efficient execution for colleagues and customers.
* Translate operational processes, policies, and business rules into agent- and customer‑facing workflows that reduce cognitive load, customer effort, and reliance on manual guidance.
* Support the ongoing development of the Sprinklr CCaaS solution, contributing to backlog prioritisation, requirements, configuration (workflows, automation, routing, case management), and delivery across the Contact Centre and wider business.
* Own and continuously improve end-to-end Sprinklr‑enabled processes, identifying automation and simplification opportunities that reduce cost to serve without harming customer experience.
* Use insight from workflow usage, defects, and feedback to prioritise continuous improvement and ensure workflows are scalable, intuitive, and embedded in day‑to‑day operations.
* Provide platform, telephony, and governance ownership, including system administration, release management, environment control, documentation, security, resilience, and service improvement cycles.
What you'll need to have (our must‑haves)
* Experience working with contact centre platforms, ideally CCaaS solutions (Sprinklr experience desirable)
* Experience designing, configuring, or maintaining Guided Workflows, automation, or agent‑assist solutions in a live operational environment.
* Strong understanding of contact centre operations and customer journeys
* Experience delivering operational process improvement or automation.
* Ability to translate complex processes into simple, guided execution for colleagues.
* Platform configuration, testing, and troubleshooting skills.
* Strong stakeholder and supplier management capability
It would be great if you also have
* Experience acting as a product or platform specialist within an operational environment.
* Exposure to release management, testing, or change governance.
* Experience supporting telephony or routing configuration.
* Familiarity with resilience, security, or disaster recovery considerations for operational technology.
* Confidence using insight and feedback to prioritise improvement activity.
Rewards designed for you
* Boots Retirement Savings Plan
* Generous employee discounts for you and a family member
* Enhanced maternity/paternity/adoption leave pay
* Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case‑case basis.
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