Telephony Configuration Engineer

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

As a key technical specialist within our Systems Engineering Practice, you'll design, develop and support the systems that underpin customer and colleague interactions across Anglian Water. You'll play a pivotal role in ensuring our contact centre system delivers exceptional customer experiences while enabling the business to work smarter and more efficiently. This is a great opportunity for someone to build-upon their existing software development skills, or experience of working on critical telephony platforms.

What you'll be doing

As a Telephony Configuration Engineer, you'll work within an Agile DevOps environment to develop, enhance and support our CCaaS eco-system. You'll be responsible for:

• 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.

What does it take to be successful?

We're looking for someone who combines technical expertise with excellent stakeholder engagement skills. You'll enjoy solving problems, working collaboratively and translating complex technical concepts into practical business solutions.

Experience

• 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
• The 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.

Desirable

• Degree-level qualification or equivalent experience
• Strong facilitation skills
• Experience working with APIs, integrations or automation technologies
• Understanding of customer experience and contact centre operations.

Benefits

• Full private healthcare with no excess
• 26 days leave, rising with service + Bank Holidays, with the option to swap Christmas and Easter holidays for those celebrated by your religion
• A flexible working culture
• Competitive pension scheme - we double-match your contributions up to 7%
• Life Assurance at eight times your salary
• Personal Accident cover - up to 5x your salary
• Bonus Scheme

Closing the gap between technology and customer experience If you're passionate about modern contact centre technology, enjoy driving innovation and want to play a key role in transforming customer experiences, we'd love to hear from you.