At a Glance
- Tasks: Lead and evolve customer experience platforms for Voice, Chat, and Retail.
- Company: Join Virgin Media O₂, a diverse and inclusive employer.
- Benefits: Enjoy a rewarding package with flexible work options and extras.
- Other info: Great career progression opportunities and a collaborative environment.
- Why this job: Make a real impact on millions of customer interactions.
- Qualifications: Experience in AWS and contact centre platforms required.
The predicted salary is between 70000 - 90000 £ per year.
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.
Platform Technical Lead - Voice, Chat and Retail employer: myGwork - LGBTQ+ Business Community
At Virgin Media O₂, we pride ourselves on being an inclusive employer that values diversity and fosters a collaborative work culture. As a Platform Technical Lead, you'll have the opportunity to shape impactful customer experience platforms while enjoying a flexible-first approach that promotes meaningful in-person connections. With a strong focus on employee growth, you can expect clear progression pathways and the chance to influence architectural decisions, all within a supportive environment that encourages you to be your authentic self.
Contact Details:
myGwork - LGBTQ+ Business Community Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Platform Technical Lead - Voice, Chat and Retail
✨Tip Number 1
Network like a pro! Reach out to current employees at Virgin Media O₂ on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for those interviews by diving deep into the company’s platforms. Understand their architecture and think about how you can contribute to improving reliability and scalability. Show them you’re not just another candidate, but someone who can make a real impact!
✨Tip Number 3
Don’t underestimate the power of a good follow-up! After your interview, drop a thank-you note to express your appreciation and reiterate your enthusiasm for the role. It keeps you fresh in their minds and shows your genuine interest.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at Virgin Media O₂.
We think you need these skills to ace Platform Technical Lead - Voice, Chat and Retail
Some tips for your application 🫡
Show Your Technical Expertise:Make sure to highlight your experience with AWS and any relevant platforms like Amazon Connect. We want to see how you've tackled real-world problems and made an impact in production environments.
Be Authentic:At Virgin Media O₂, we value authenticity. Don’t be afraid to let your personality shine through in your application. Share your unique experiences and perspectives that make you a great fit for our inclusive culture.
Focus on Collaboration:Emphasise your ability to work with cross-functional teams and influence decisions. We’re looking for someone who thrives in collaborative environments, so share examples of how you've successfully worked with others to achieve goals.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at myGwork - LGBTQ+ Business Community
✨Know Your Platforms
Make sure you have a solid understanding of the Voice, Chat, and Retail platforms. Familiarise yourself with how they operate at scale and be ready to discuss your experience with AWS and event-driven systems like Amazon Connect. This will show that you’re not just a technical lead but someone who can influence architecture effectively.
✨Showcase Problem-Solving Skills
Prepare to share specific examples of how you've tackled complex issues in production environments. Think about incidents you've resolved and how you’ve improved system resilience. This will demonstrate your hands-on experience and ability to think critically under pressure.
✨Communicate Technical Trade-offs
Be ready to explain technical decisions and trade-offs clearly to both engineers and non-technical stakeholders. Practice articulating your thought process around design principles and how they impact platform quality. This will highlight your ability to bridge the gap between technical and business needs.
✨Emphasise Collaboration
Since Virgin Media O₂ values collaboration, come prepared to discuss how you’ve worked with cross-functional teams in the past. Share examples of how you’ve influenced product direction and engaged with vendors or partners to improve platform performance. This will show that you’re a team player who thrives in a flexible work environment.
