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For Companies At a Glance
- Tasks: Join us to develop and maintain our cloud-based contact centre systems.
- Company: Kensington Mortgages offers specialist mortgage solutions with over 25 years of experience.
- Benefits: Enjoy a remote work environment, flexible hours, and a supportive culture.
- Why this job: Be part of a team that values diversity and personal growth while making a real impact.
- Qualifications: Strong experience with contact centre environments and AWS services is essential.
- Other info: This role is remote for UK residents only; apply now to join our inclusive team!
The predicted salary is between 42000 - 84000 £ per year.
Location: Remote (UK Residents only)
Type: Full Time, permanent
Hours: Permanent Full Time Role 09:00-17:30
About Us
At Kensington Mortgages, we have been leading the way in providing specialist mortgage solutions for over 25 years. We are 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 are passionate about providing an exceptional service and want to join a team that values your contributions, we would 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 employer: Kensington Mortgages
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. 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 that could help you land the job.
✨Tip Number 3
Brush up on your knowledge of compliance and governance in the financial services sector. Understanding regulations like ISO27001 and PCI-DSS will not only make you a more attractive candidate but also prepare you for discussions during interviews.
✨Tip Number 4
Prepare to discuss your hands-on experience with call routing systems and troubleshooting AWS services. Be ready to share specific examples from your past work that demonstrate your problem-solving skills and technical expertise, as these will be crucial in the interview process.
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, 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.
Showcase Technical Skills: In your application, clearly outline your technical skills related to AWS, JSON, C#, .Net, and Python. Provide examples of projects where you successfully used these technologies, especially in a regulated financial services environment.
Highlight Soft Skills: Don't forget to mention your excellent communication and analytical skills. Provide examples of how you've effectively coordinated with different teams, as this is crucial for the Senior Contact Centre Engineer role.
How to prepare for a job interview at Kensington Mortgages
✨Know Your Tech Inside Out
Make sure you have a solid understanding of Amazon Connect and the other technologies mentioned in the job description. Be prepared to discuss your hands-on experience with AWS services, call routing systems, and any relevant projects you've worked on.
✨Showcase Your Problem-Solving Skills
Be ready to share specific examples of how you've tackled technical challenges in previous roles. Highlight your troubleshooting abilities using AWS tools like CloudWatch and CloudTrail, as well as your experience with debugging and reporting.
✨Communicate Clearly and Effectively
Since this role involves liaising with various teams, practice articulating your thoughts clearly. Demonstrate your excellent communication skills by explaining complex technical concepts in a way that non-technical stakeholders can understand.
✨Emphasise Your Teamwork Experience
Kensington Mortgages values collaboration, so be prepared to discuss how you've worked effectively within a team. Share experiences where you've coordinated with sysadmins, developers, or project managers to achieve common goals.
