At a Glance
- Tasks: Lead the design of a next-gen omni-channel contact centre, shaping strategy and guiding complex solutions.
- Company: Join DWP Digital, a leader in transforming public services through innovative technology.
- Benefits: Competitive pay, generous leave, flexible working, and a fantastic civil service pension.
- Other info: Award-winning culture with opportunities for professional development and mentoring.
- Why this job: Make a real impact on how citizens access vital services while driving digital transformation.
- Qualifications: Experience in designing complex systems and understanding modern contact centre technologies.
As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre.
You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale.
This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government.
What skills, knowledge and experience will you need?
- You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations.
- You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs.
- You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches.
- You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them.
- You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys.
- You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments.
- You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD.
- You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling.
You and your role
As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable.
You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes.
Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community.
Details
Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you.
Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub.
Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview.
Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year.
Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays.
We have a broad benefits package built around your work-life balance which includes:
- Flexible working including flexible hours and flex-friendly policies.
- Time off volunteering and charitable giving.
- Bring your authentic self to work with 'I Can Be Me in DWP'.
- Discounts and savings on shopping, fun days out and more.
- Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference.
- Sports and social activities.
- Professional development, coaching, mentoring and career progression opportunities.
And we have an award-winning environment and culture:
- DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards.
- Diverse and Inclusive Leadership at Digital Leaders Awards 2024.
- Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025.
- Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards.
Process: We know your time is valuable so our application and selection process is just two stages:
- Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through.
- Interview: a two stage interview online.
Lead Technical Architect in Benton employer: DWP Digital
DWP Digital is an exceptional employer, offering a dynamic work environment where innovation meets public service. As a Lead Technical Architect, you'll benefit from a generous leave package, a robust civil service pension, and opportunities for professional development in a diverse and inclusive culture. With hybrid working options and a commitment to employee well-being, DWP Digital empowers you to make a meaningful impact on citizens' lives while enjoying a fulfilling career.
StudySmarter Expert Advice🤫
We think this is how you could land Lead Technical Architect in Benton
✨Tip Number 1
Network like a pro! Reach out to current or former employees at DWP Digital on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into DWP's digital transformation projects. Show us you understand their mission and how your skills can help shape the future of their contact centre solutions.
✨Tip Number 3
Practice your storytelling! Be ready to share specific examples of your past experiences that align with the role. We want to hear how you've tackled complex technical challenges and led teams to success.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team at DWP Digital.
We think you need these skills to ace Lead Technical Architect in Benton
Some tips for your application 🫡
Read the Job Description Thoroughly:Before you dive into your application, take a good look at the job description. It’s packed with info about what we’re looking for in a Lead Technical Architect, so make sure you understand the key responsibilities and skills required.
Tailor Your Application:When writing your application, don’t just send a generic CV and cover letter. Tailor them to highlight your experience with cloud, on-premise, and hybrid environments, as well as your knowledge of contact centre technologies. Show us how your skills align with our needs!
Be Clear and Concise:We appreciate clarity! When explaining your past experiences and achievements, be concise and to the point. Use bullet points where possible to make it easy for us to read and understand your qualifications.
Apply Through Our Website:Make sure to apply through our website for a smooth application process. We’ve made it easy for you to submit your application, and it helps us keep everything organised. Don’t miss out on this opportunity!
How to prepare for a job interview at DWP Digital
✨Know Your Tech Inside Out
As a Lead Technical Architect, you'll need to demonstrate your expertise in designing complex systems across various environments. Brush up on your knowledge of cloud, on-premise, and hybrid solutions, especially focusing on contact centre technologies like Cisco or Genesys. Be ready to discuss specific projects where you've successfully implemented these technologies.
✨Speak Their Language
Make sure you can translate technical jargon into layman's terms. The interviewers will want to see how well you can communicate complex ideas to non-technical stakeholders. Prepare examples where you've effectively explained architectural decisions and gained trust from senior management.
✨Showcase Your Leadership Skills
This role is all about influencing and guiding teams. Be prepared to share experiences where you've led architecture governance or mentored other architects. Highlight how you've driven innovation and maintained high standards within your team or organisation.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about challenges you've encountered in previous roles, particularly around integrating AI and automation in contact centres. Practice articulating your thought process and the steps you took to overcome these challenges.
