Telephony & CCaaS Engineer | Elevate Customer Experience

Anglian Water Group; Cambridgeshire and Peterborough; Hybrid; GBP 52,000 - 76,000; Full time

Benefits offered by this job

Private healthcare

26 days leave + Bank Holidays

Flexible working culture

Pension—7% match

Life Assurance

Job summary

Anglian Water Group is seeking a Telephony Configuration Engineer to design, develop and support CCaaS systems that power customer and colleague interactions. You’ll join an Agile DevOps team to deliver changes, improvements and releases across our contact centre platform.

You will combine software development skills with a strong focus on stakeholder collaboration, driving improvements in customer journeys and platform performance.

Qualifications

• Experience developing in C# and Angular.
• Knowledge of Agile delivery methodologies and principles.
• Experience of software development, including Azure DevOps utilisation.
• Strong stakeholder management and relationship-building skills.
• Excellent problem-solving and issue-resolution capabilities.
• Ability to communicate technical information clearly to non-technical audiences.
• Strong planning and prioritisation skills.
• A passion for delivering outstanding customer outcomes and continuous improvement.

Responsibilities

• Configuring and enhancing our Contact Centre as a Service technologies.
• Delivering backlog items and sprint objectives alongside Product Owners and stakeholders.
• Identifying opportunities to improve customer journeys, business processes and platform performance.
• Monitoring, troubleshooting and resolving system issues, acting as a key escalation point when required.
• Delivering system upgrades, testing activities and release management processes.
• Working closely with operational teams to understand challenges and deliver technology improvements.
• Driving continuous improvement through innovation, optimisation and best practice adoption.
• Building strong relationships with stakeholders across the business.

Skills

C#

Angular

Agile methodologies

Azure DevOps

Stakeholder management

Problem solving

Communication

Education

Degree-level qualification

Tools

APIs

Integrations

Automation technologies

Job description

Anglian Water Group is seeking a Telephony Configuration Engineer to design, develop and support CCaaS systems that power customer and colleague interactions. You’ll join an Agile DevOps team to deliver changes, improvements and releases across our contact centre platform.

You will combine software development skills with a strong focus on stakeholder collaboration, driving improvements in customer journeys and platform performance.