Senior Infrastructure Engineer - Telecomms
Driver and Vehicle Licensing Agency
Apply before 11:55 pm on Monday 14th October 2024
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About the job
Job summary
Do you have experience creating cloud omni-channel Contact Centre Systems?
Do you want to be involved in exciting software and omni-channel Contact Centre development projects?
If so, we would love to hear from you!
Would you like to find out more about the role, the digital team and what it’s like to work at DVLA? If so, we are organising a familiarisation session where you can virtually 'meet the team' on 10/10/2024 at 12:30-13:00
Please click here to book on.
Job description
At DVLA Digital we focus on user needs, whether that is a citizen, an organisation, or an internal user. We are committed to providing the most efficient, effective, and secure services to meet the needs of a diverse and ever growing digitally aware customer base.
As a Senior Telecoms Infrastructure Engineer, you will be involved in a range of diverse projects, helping to deliver the benefits of our new cloud omni-channel contact centre system. You will be a senior subject matter expert with a wide range of systems and in-depth product knowledge as well as being critical to developing others. You will use your knowledge to work with no supervision, reviewing existing processes with the objective to make changes to improve services, helping to define and implement technical best practice.
You will act as the escalation point for the 4th Line Engineers, overseeing and arranging work plans and providing general support.
There may be opportunity to be available on a rota basis to cover/undertake out of hours activities and provide on call cover to support delivery of the service (5pm – 7am Mon-Fri and 24/7 on weekends and public holidays) for which an allowance of around £3k will be paid.
Would you like to find out more about the role, the digital team and what it’s like to work at DVLA?
Responsibilities
Your responsibilities will include but will not be limited to:
- Leads the technical implementations of omni-channel Contact Centre software development changes. Contributes into large voice and digital channel development change and technical designs, including identifying risks. Works within a technical framework of the Project to meet customer requirements.
- Leads promoting knowledge sharing and development of other team members both inside and outside of the group. Supports and stands in for the team leader as necessary.
- Manages systems within OLA/SLA, proposing, defining improvements, and implementing changes to meet service level requirements. Monitors performance through statistical reporting and analysis.
- Leads the definition of operational processes, (both internal and external) and dealing with customer escalated problems.
- Establishes effective working relationships with the customer and relevant operational units, at the appropriate technical and/or management level, to understand the requirements of the customer’s business in order to deliver and enhance the service.
- Takes ownership for obtaining the information required to diagnose and resolve complex problems. Engages with third parties/vendors to jointly resolve in-depth product issues where necessary. Proactively analyses information and trends, proposing action to resolve problems, maintain and enhance service.
Please see the attached Role Profile for a full list of responsibilities.
This role currently sits within a Market Force Led (MFL) capability-based pay framework and your basic salary could increase/decrease based on the outcomes of an annual capability assessment. View details of the MFL pay framework policy and principles
For further information about the role please see the attached role profile.
Additional Information
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.
Person specification
As an experienced senior developer in all things digital Telephony and communications, you will be well versed managing high volume cloud omni-channel call centre technologies and have a keen eye for detail. You will have a solid understanding of cloud based contact centre solutions (CCaS) within telephony and stay up to date with new products, tools, and techniques, encouraging their use within the business to promote continuous improvement of capability.
This is an important role within the team as you will be required to plan, support, and sometimes lead the development and implementation of new technologies. This includes managing and supporting junior staff and building successful relationships with key stakeholders.
Working for the DVLA Digital Team
At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect that’ll wash across the nation. Here the work you’re doing has the capacity to change the way 50 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day.
To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog.
Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.
Government Digital and Data Profession Pay Framework
The role is part of the Government Digital and Data profession / Government Security Profession and utilises an enhanced Capability–Based Pay Framework which provides access to a Digital and Data allowance.
The base pay is £40,808. In addition to this the role includes a Digital and Data allowance of up to £16,592.
The value of allowance awarded will be based on an assessment of your skills and experience as demonstrated through the selection process.
Here are more details on the pay framework.
Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.
Behaviours
We'll assess you against these behaviours during the selection process:
- Working Together
- Communicating and Influencing
Technical skills
We'll assess you against these technical skills during the selection process:
- GD&D -Troubleshooting and Problem Resolution (Practitioner)
- GD&D - Systems Design (Practitioner)
- GD&D – Coding and Scripting (Awareness)
Benefits
Passionate, reliable and always willing to push yourself and those around you, you’ll continue to seek improvement in your own role and challenge us too. Because we pride ourselves on how we approach your development. From training courses to specialist skills workshops and opportunities to grow your expertise, we thrive when you thrive. You can find out more about all of the above here alongside a full list of our benefits:
- Best in class learning and development tailored to your role.
- An environment with flexible working options where we encourage a great work-life balance.
- A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues.
- Generous employer contribution of 28.97%, depending on chosen pension scheme.
- Digital communities with clear career frameworks.
- On-site gym plus personal training available (membership applies).
- On-site nursery, restaurants and coffee bar.
- 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 1 extra day for the King’s birthday.
- Free parking.
- A hybrid office/home based working model where staff will spend a minimum of 60% of their time in the office over a month, with flexibility dependent on balancing business and individual need.
There are many more opportunities and great benefits of working at DVLA, visit our Careers website for further information.
Things you need to know
Selection process details
As part of the application process, you will be asked to complete a CV and 750 word personal statement. Further details around what this will entail are listed on the application form.
For your CV and personal statement, please provide detailed evidence of your experience of the following essential criteria:
- Experience in leading software development lifecycle, using agile methodologies.
- Experience leading the development of omni-channel contact centres focusing on digital channels (web chat, chatbot, web to case and email).
- Successfully leading the Installation and management of High-Volume Cloud or Local based Call Centre technologies.
Click here for further guidance on writing a CV and personal statement.
The sift is due to take place 15th October 2024.
Interviews will be held week commencing 21st October 2024.
This interview will be conducted via a video interview. Further details of which will be provided to you should you be selected for interview.
We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.
If invited to interview, this may consist of a range of question types. These could include questions around behaviours and how you would respond in any situation as well as specific examples of things you have done. You will also be tested against the technical criteria of the Government Digital and Data Profession.
The selection process will be designed specifically for the role. As a result, your assessment will include:
- An interview.
The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.
For further information on Success Profiles visit our Careers website.
Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.
Use of Artificial Intelligence (AI)
You must ensure that any evidence submitted as part of your application or used during interview is truthful and factually accurate. Applications may be rejected if plagiarism is detected. Examples of plagiarism can include presenting the ideas and experiences of others, or concepts generated by artificial intelligence, as your own.
Reasonable Adjustments
As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.
If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Document Accessibility
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.
Further Information
For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.
Pre-employment Checking
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : ITS Recruitment
- Email : ITSRecruitment@dvla.gov.uk
Recruitment team
- Email : dftrecruitment.grs@cabinetoffice.gov.uk
Further information
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here
