Platform Tech Lead: Voice, Chat & Retail at Scale

This job is with Virgin Media O₂, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. A natural next step for Senior Engineers who want to shape platforms, not just features. You’ll help run and evolve customer experience platforms supporting millions of customer interactions across Voice, Chat and Retail, where engineering decisions have real‑world impact at scale. If you’re a Senior Engineer or Technical Lead who enjoys solving hard problems, influencing architecture, and improving how platforms behave in production, this role is for you.

Impact Areas

• From owning services to owning platforms
• From solving incidents to preventing them through better design
• From influencing your team to shaping direction across products, platforms and partners

This is a hands‑on technical leadership role where credibility comes from understanding how the systems really work – in production, at scale.

Responsibilities

• Act as the go‑to technical authority for Voice, Chat and Retail platforms
• Shape and review architecture and solution designs, influencing decisions at an early stage
• Provide assurance that partner‑led design, build, and release activities adhere to agreed design principles, standards, and patterns
• Improve platform quality by tackling technical debt, resilience and scalability issues
• Influence platform roadmaps and priorities using real production insight
• Work directly with vendors and delivery partners to improve how platforms run in reality

You won’t be writing code day to day, but you’ll stay close to the work through design reviews, deep technical problem solving and production ownership – applying your experience where it has the biggest system‑level impact.

Our ways of working:

We’re a flexible‑first organisation because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days each month connecting in person. That doesn’t just mean time in the office; it could be team meetings, offsites, volunteering days, cross‑functional projects, or away days – wherever meaningful collaboration happens. What matters is making those moments purposeful, so when we come together it really counts.

Inclusion

Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers for our people and candidates. We build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

Qualifications

• Strong experience building and running systems on AWS
• Hands‑on knowledge of Amazon Connect or similar event‑driven/contact centre platforms
• Experience owning services or systems in production, including incidents and live operations
• A habit of asking “how does this behave at scale?” and “what breaks at 3am?”
• Confidence explaining technical trade‑offs to engineers, product and senior stakeholders

What You’ll Enjoy

• Like improving systems, not just shipping features
• Care deeply about reliability, observability and operability
• Want more architectural influence without becoming detached from engineering
• Prefer collaboration and influence over hierarchy

Platform Level Step Up

• Clear progression – ideal if you’re moving from Senior Engineer / Lead Engineer into platform ownership
• Broaden your architectural thinking across multiple domains
• Build experience in technical governance, assurance and risk
• Develop senior‑level stakeholder influence while staying technically credible
• Prepare for future roles such as Platform Architect or Platform Owner

Benefits

Working at Virgin Media O₂, you get a reward package bursting with benefits, and loads of extras you can add if you’d like. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.