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For Companies At a Glance
- Tasks: Join us to shape cloud-based communication systems and support our contact centre environment.
- Company: Kensington Mortgages has over 25 years of experience in providing specialist mortgage solutions.
- Benefits: Enjoy a remote work setup, flexible hours, and a supportive work environment.
- Why this job: Be part of a diverse team that values personal growth and makes a positive impact on customers' lives.
- Qualifications: Strong experience with contact centre environments and AWS services is essential.
- Other info: We're an inclusive, neurodiversity-friendly employer committed to employee well-being.
The predicted salary is between 42000 - 84000 £ per year.
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
- Supporting the Telecoms Manager to provide technical direction of any contact centre or telecoms upgrade projects.
- Ensure compliance with corporate governance, security practices and financial industry regulations.
- Represent the telecoms team in CAB and TDA meetings.
- Ensuring technical documentation is created and updated.
- Liaise with project managers and internal departments.
- Software and Hardware Asset management.
- 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 scoring.
- 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.
Contact Detail:
Kensington Mortgages Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Contact Centre Engineer
✨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 utilise AWS services in a contact centre environment.
✨Tip Number 2
Network with professionals in the telecoms and contact centre industry. Engaging with others who have experience in similar roles can provide valuable insights and potentially lead to referrals that could enhance your application.
✨Tip Number 3
Showcase your problem-solving skills by preparing examples of past experiences where you successfully troubleshot issues in a contact centre environment. Be ready to discuss these scenarios during interviews to demonstrate your hands-on expertise.
✨Tip Number 4
Stay updated on the latest trends and technologies in cloud-based communication systems. Being knowledgeable about advancements in AWS and contact centre solutions will not only impress your interviewers but also show your commitment to continuous learning.
We think you need these skills to ace Senior Contact Centre Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in contact centre environments, especially 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.
Showcase Technical Skills: In your application, clearly outline your technical skills related to AWS, C#, .Net, and Python. Provide examples of projects where you've successfully implemented these technologies, particularly in a contact centre context.
Highlight Soft Skills: Don't forget to mention your communication and analytical skills. Kensington Mortgages values teamwork and collaboration, so provide examples of how you've effectively coordinated with different stakeholders in previous roles.
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 where you've had to troubleshoot issues or implement solutions in a contact centre environment, particularly using AWS services.
✨Communicate Clearly and Effectively
Since the role involves liaising with various stakeholders, practice articulating your thoughts clearly. Use examples to demonstrate your communication skills, especially when discussing technical concepts with non-technical team members.
