Software Engineer (AWS Connect)

LLOYD'S REGISTER INTERNATIONAL; England; Hybrid; GBP 55,000 - 68,000; Full time

Job summary

Citizens Advice is seeking a Software Engineer to build, test, and maintain software that delivers value to users. You will work in a multidisciplinary team to solve problems and contribute to a shared mission.

The role focuses on cloud-first contact centre improvements, integrating with case management and knowledge systems, and simplifying adviser tools for better client support.

Qualifications

• Proven experience in a software engineering role.
• Understanding of software development principles, version control (e.g., Git), and agile methodologies.
• Proven experience in at least one modern programming language (e.g. Python, Ruby on Rails) and willingness to learn Ruby on Rails.

Responsibilities

• The Software Engineer role is responsible for building, testing, and maintaining software that delivers value to our users.
• The role works collaboratively as part of a multidisciplinary team to solve problems and contribute to a shared mission.
• You’ll help shape and evolve cloud-first contact centre solutions to deliver seamless customer experiences.

Skills

Software engineering

Git

Agile methodologies

Python

Ruby on Rails

Job description

Salary: £61,381, plus London allowance of £3,612 if applicable

Closing date: 22/09/2026

Department: Technology

Location: Blended between office and home (England and Wales)

Employment type: Permanent

Hours Per Week 36.25 hours per week / Open to flexible working

Job posted date: 08/09/2026

Contract Duration: Permanent

Job Description

Location: Blended between office and home (England and Wales). Time in office negotiable

The Software Engineer role is responsible for building, testing, and maintaining software that delivers value to our users. The role works collaboratively as part of a multidisciplinary team to solve problems and contribute to a shared mission.

We are continuing to invest in our modern, cloud-first contact centre built on Amazon Connect, with a clear ambition to deliver a truly integrated, customer-focused experience across our network and clients. This role offers the opportunity to shape how clients access advice—bringing together voice, chat, and digital journeys into a seamless, intelligent service that routes people to the right support first time. You’ll work as part of a multidisciplinary team to design and evolve contact flows, integrate with core platforms such as case management and knowledge systems, and use real-time data to continuously improve outcomes. Crucially, you will help simplify the tools our advisers use daily to ensure they can devote their full attention and expertise to providing valuable human support to our clients. We’re looking for engineers who are passionate about using cloud technologies to remove friction, improve accessibility, and build a contact centre that genuinely meets the needs of vulnerable users—balancing scalability, security, and user experience at every step.

• Proven experience in a software engineering role.
• Understanding of software development principles, version control (e.g., Git), and agile methodologies.
• Proven experience in at least one modern programming language (e.g. Python, Ruby on Rails) and willingness to learn Ruby on Rails

Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem.

Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.

Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service.

Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ+ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed.

We’re a flexible employer, so this role may suit anyone who’d prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we’re open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.

The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.

Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.

We have been awarded the top charity in Third sectors' employer index, where it's recognised that Citizens Advice is an organization that not only prioritizes the people we serve but also values the wellbeing of its employees.

Citizens Advice seeks to redeploy internal staff who are at risk or under notice of redundancy and will prioritise them in the recruitment process where necessary. If you have been confirmed as at risk or under notice of redundancy please ensure you indicate this in the at-risk box in your application.

Please note, in the event of a high number of applications, we reserve the right to close the application early.

This vacancy closes at 23.59 on the closing date.

For more information about the organisation, our values and benefits please see the following link - Information, values and benefits

3007 - Software Engineer (PDF, KB)