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- Tasks: Shape the future of cloud-based communication systems in a dynamic contact centre environment.
- Company: Join Kensington Mortgages, a leader in specialist mortgage solutions for over 25 years.
- Benefits: Enjoy remote work options, a supportive culture, and opportunities for personal and professional growth.
- Why this job: Be part of a team that values diversity and makes a positive impact on customers' lives.
- Qualifications: Strong experience with contact centre environments and AWS services is essential.
- Other info: This role is fully remote for UK residents and offers a permanent full-time position.
The predicted salary is between 43200 - 72000 £ per year.
Senior Contact Centre Engineer – Maidenhead, SL63qq
** We\\\\\\\’re Hiring:Senior Contact Centre Engineer**
Location: Remote (UK Residents only)
Hours: Permanent Full Time Role 09:00-17:30
About Us
At Kensington Mortgages, we\\\\\\\’ve been leading the way in providing specialist mortgage solutions for over 25 years.
We\\\\\\\’re dedicated to offering people a chance to secure a mortgage, especially when high street lenders say no. Our approach is all about understanding the unique circumstances of our customers – It is what we call the `Kensington Difference.
As a wholly owned subsidiary of Barclays Bank UK PLC we are proud to operate with the highest standards of service and integrity, fully authorised by the Financial Conduct Authority
Overall Purpose of The Job
Join us as a Senior Contact Centre Engineer and shape the future of our cloud-based communication systems.
We are looking for an experienced hands-on engineer to support the development, deployment, and maintenance of our Amazon Connect-based contact centre environment.
This role plays a key part in delivering digital routing solutions, supporting internal users including training, and ensuring our systems run smoothly and securely.
Key Accountabilities
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Supporting the Telecoms Manager to provide technical direction of any contact centre or telecoms upgrade projects.
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Ensure compliance with corporate governance, security practices and financial industry regulations.
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Represent the telecoms team in CAB and TDA meetings.
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Ensuring technical documentation is created and updated.
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Liaise with project managers and internal departments.
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Software and Hardware Asset management.
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Directing and working with 3rd party service providers.
Experience, Knowledge, Skills
- Strong experience designing, deploying and maintaining contact centre environments (Avaya, Genesys etc.) including SIP
- Solid hands on knowledge of Amazon Connect, AWS Lambda, Lex Bots and DynamoDB
- Strong background in designing and implementing call routing systems, including routing profiles, queues, callbacks, emergency messaging, hours of operation, and holiday routing with dynamic messaging.
- Ability to troubleshoot using AWS Services such as CloudWatch, CloudTrail etc
- Designing and implementing logging, monitoring and alerting solutions for AWS hosted solutions.
- Experience in developing custom logic using AWS Lambda to enhance contact centre functionality.
- Good knowledge of Agent Chat / Web Chat applications with implementation experience
- Comfortable working with JSON Files, C#, .Net and Python
- Familiarity with development and version control tools like GIT, GitHub, and Azure DevOps.
- Competence in CI/CD pipelines using Terraform or CloudFormation.
- Strong debugging, reporting, troubleshooting, and problem-solving abilities.
- Excellent communication and analytical skills, with the ability to coordinate effectively with sysadmins, developers and business stakeholders.
Desirable Skills
- Experience with AWS services like Contact Lens, Transcribe, Comprehend, S3, Athena, Quick Sight, Lambda, Elastic Search, Kibana and Kinesis.
- AWS certification.
- Knowledge of AWS Workforce Management tools including Quality Monitoring scorin
- Experience with working in a regulated financial services environment including ISO27001, PCI-DSS and Sarbanes Oxley.
- Experience with Microsoft technologies including Microsoft Teams direct routing, Microsoft 365 and Azure Entra ID.
- Experience with Avaya Aura solutions / Verint WFM Applications
Why Join Us
At Kensington Mortgages, we believe our employees are the heart of our success. We are committed to creating a supportive and flexible work environment that values personal growth, professional development and a healthy work-life balance
Our inclusive culture respects and celebrates diversity in all its forms, ensuring that everyone feels welcome, valued and understood. We recognise and appreciate differences in thinking, learning styles, gender, race, identity, ethnic origins and sexual expression.
We are an inclusive, neurodiversity-friendly employer committed to creating a supportive environment where all employees can thrive
Ready to make a difference?
If you\\\\\\\’re passionate about providing an exceptional service and want to join a team that values your contributions we\\\\\\\’d love to hear from you!
Apply today and be part of the Kensington Mortgages family and help us to continue making a positive impact in the lives of our customers.
Senior Contact Centre Engineer - Maidenhead, SL63qq employer: Kensington Mortgages
Contact Detail:
Kensington Mortgages Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Contact Centre Engineer - Maidenhead, SL63qq
✨Tip Number 1
Familiarise yourself with Amazon Connect and its features, as this role heavily relies on it. Consider exploring online tutorials or documentation to deepen your understanding of how to effectively use AWS services in a contact centre environment.
✨Tip Number 2
Network with professionals in the telecoms and contact centre industry. Join relevant forums or LinkedIn groups where you can engage with others who have experience in similar roles, as they may provide insights or even referrals.
✨Tip Number 3
Brush up on your knowledge of compliance and security practices within the financial services sector. Understanding regulations like ISO27001 and PCI-DSS will not only help you in interviews but also demonstrate your commitment to maintaining high standards.
✨Tip Number 4
Prepare to discuss your hands-on experience with call routing systems and troubleshooting AWS services. Be ready to share specific examples of past projects where you successfully implemented solutions, as this will showcase your practical skills and problem-solving abilities.
We think you need these skills to ace Senior Contact Centre Engineer - Maidenhead, SL63qq
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in contact centre environments, particularly with Amazon Connect and AWS services. Use specific examples to demonstrate your skills in designing and implementing call routing systems.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for the role and the company. Mention how your background aligns with Kensington Mortgages' mission and values, and express your enthusiasm for contributing to their cloud-based communication systems.
Highlight Technical Skills: In your application, emphasise your technical skills, especially those mentioned in the job description such as experience with AWS Lambda, JSON files, and CI/CD pipelines. Be specific about your hands-on experience and any relevant certifications.
Showcase Problem-Solving Abilities: Provide examples of past challenges you've faced in similar roles and how you resolved them. This will demonstrate your troubleshooting and analytical skills, which are crucial for the Senior Contact Centre Engineer position.
How to prepare for a job interview at Kensington Mortgages
✨Showcase Your Technical Expertise
Be prepared to discuss your hands-on experience with Amazon Connect and other contact centre technologies. Highlight specific projects where you've designed, deployed, or maintained systems, and be ready to explain the challenges you faced and how you overcame them.
✨Understand the Company Culture
Familiarise yourself with Kensington Mortgages' values and their commitment to diversity and inclusion. During the interview, express how your personal values align with theirs and how you can contribute to their supportive work environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Think of examples from your past experiences where you successfully troubleshot issues or implemented solutions in a contact centre environment.
✨Communicate Clearly and Confidently
Since the role requires excellent communication skills, practice articulating your thoughts clearly. Be concise but thorough in your responses, and don't hesitate to ask for clarification if you don't understand a question.
