At a Glance
- Tasks: Configure and optimise CCaaS platforms, ensuring top-notch service delivery.
- Company: Join Serco, a leader in public services with a focus on innovation.
- Benefits: Enjoy a company car, bonus scheme, pension, and discounts on various services.
- Other info: Opportunities for career development and a supportive work culture.
- Why this job: Make a real impact in enhancing customer experiences through technology.
- Qualifications: Experience with AWS Connect and CCaaS platforms is essential.
The predicted salary is between 45000 - 55000 € per year.
The CCaaS & Voice Technical Specialist provides hands-on specialising, configuration, and technical delivery across Serco’s CCaaS platforms, ensuring stable, resilient and well-optimised services for UK&E contracts. The role supports the full lifecycle of CCaaS solutions — implementation, configuration, testing, technical support, troubleshooting and continuous improvement. The specialist works closely with Operations, Service Management, IT Business Partners and suppliers to deliver high-quality changes, resolve technical issues, enhance caller journeys and ensure CCaaS platforms remain reliable and fit for purpose.
This role blends technical depth, practical delivery capability, and customer-focused problem solving to maintain excellent service performance across AWS Connect and at least one additional CCaaS platform; experience of Content Guru Storm is advantageous but not essential.
As Part Of This You’ll:
- Configure, support and optimise AWS Connect (essential) and at least one additional CCaaS platform; Storm knowledge is desirable but not required (e.g. Content Guru Storm, Genesys Cloud, Five9, NICE CXone, Avaya CCaaS).
- Build, test, document and deploy call flows, IVRs, routing strategies, queues and prompts; create and maintain supporting call flow maps and system diagrams.
- Carry out multi-stage implementation activities — technical design, configuration, testing, activation and early-life support — ensuring all changes align with service and change control requirements.
- Support number porting, telephony routing, CLI presentation and associated voice configuration.
- Act as the technical escalation point for complex CCaaS, integration and call routing issues; diagnose systemic or recurring faults and drive long-term fixes with suppliers and partners.
- Collaborate with Service Management on incident, problem and change resolution; provide post-deployment technical assurance for new solutions.
- Serve as the technical point of contact across onboarding, migrations and project delivery, working closely with operational teams, contract stakeholders, account managers and pre-sales.
- Consult on caller journey improvements, routing efficiencies and design options; translate technical detail into clear guidance for non-technical audiences.
- Review platform analytics, call flow performance and routing patterns to identify optimisation opportunities; contribute to platform roadmaps and new feature adoption.
- Maintain accurate configuration documentation, test scripts, implementation notes and knowledge bases.
- Ensure all engineering activity meets Serco security, compliance and ITIL-aligned standards; support audits, service reviews and governance activities.
What You’ll Need To Do The Role:
- Hands-on configuration experience across CCaaS/UCaaS platforms — AWS Connect is essential; experience across multiple cloud or portal-based telephony systems required.
- Strong working knowledge of IVRs, queues, routing profiles, SIP/VoIP fundamentals, DDI management, telephony integrations, audio assets, timeout and error routing logic.
- Proven ability to create detailed call-flow diagrams (e.g. Visio) and deliver multi-stage projects covering configuration, testing, activation and early-life support.
- Deep knowledge of Contact Centre technologies including ACD platforms, call routing services, IP Voice over MPLS/QoS networks, MI/performance reporting, and soft/hard telephony.
- Familiarity with Agile delivery frameworks and ITIL/SIAM service management standards (ISO 20000, ISO 9001:2015, ISO 27001).
- Able to translate complex technical information into clear, accessible guidance for non-technical audiences.
- Experienced in managing and working alongside partners and third-party technical teams, ensuring adherence to processes and standards.
- Strong communicator across all levels — from operational teams to IT leadership — with a collaborative, detail-oriented approach.
- Strategic and innovative thinker, able to contribute to long-term platform roadmaps and identify opportunities to adopt or repurpose technology.
- Customer-focused, decisive, and comfortable operating at pace in a complex, matrix environment.
What We Offer:
- Company car.
- Bonus scheme of up to 10%.
- Pension – 6%.
- Chance to contribute to innovation in the public services.
- A company passionate about diversity and inclusion.
- Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
- A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
- A safe and supportive culture.
CCaaS & Voice Specialist employer: Serco
Serco is an exceptional employer that prioritises employee growth and well-being, offering a wealth of career development training tailored to your aspirations. With a strong commitment to diversity and inclusion, a supportive work culture, and attractive benefits such as a bonus scheme, company car, and health support programmes, Serco provides a fulfilling environment for CCaaS & Voice Specialists to thrive in their roles while contributing to meaningful public service innovation.
StudySmarter Expert Advice🤫
We think this is how you could land CCaaS & Voice Specialist
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and showcasing your technical skills. Make sure you can talk confidently about your experience with CCaaS platforms like AWS Connect and how you've tackled challenges in the past.
✨Tip Number 3
Don’t just apply and wait! Follow up on your applications with a friendly email. It shows your enthusiasm and keeps you on their radar. Plus, it’s a great way to ask if they need any more info from you.
✨Tip Number 4
Check out our website for the latest job openings and apply directly through us. We’re all about making connections and helping you land that dream role in the CCaaS space!
We think you need these skills to ace CCaaS & Voice Specialist
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with CCaaS platforms, especially AWS Connect. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant projects!
Show Off Your Technical Skills:Since this role is all about technical delivery, be sure to include specific examples of your hands-on configuration experience. Mention any call flow diagrams you've created or projects where you’ve optimised services – we love a good success story!
Keep It Clear and Concise:While we appreciate detail, make sure your application is easy to read. Use bullet points for key achievements and keep your language straightforward. Remember, we’re looking for clarity just as much as technical depth!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Serco
✨Know Your CCaaS Platforms
Make sure you brush up on your knowledge of AWS Connect and any other CCaaS platforms you’ve worked with. Be ready to discuss specific configurations, call flows, and how you've optimised services in the past. This will show that you’re not just familiar with the tech but can also apply it effectively.
✨Demonstrate Problem-Solving Skills
Prepare examples of complex technical issues you've resolved in previous roles. Highlight your approach to troubleshooting and how you collaborated with teams to implement long-term fixes. This will showcase your customer-focused problem-solving abilities, which are crucial for this role.
✨Showcase Your Communication Skills
Since you'll be translating technical jargon into clear guidance for non-technical audiences, practice explaining complex concepts simply. Think of a few scenarios where you successfully communicated technical details to different stakeholders, as this will demonstrate your strong communication skills.
✨Familiarise Yourself with Agile and ITIL Standards
Brush up on Agile delivery frameworks and ITIL service management standards. Be prepared to discuss how you've applied these methodologies in your previous work. This will show that you understand the importance of structured processes in delivering high-quality services.
