Telephony Configuration Engineer
Starting salary from £43k, salary dependant on skills and experience
2 positions – permanent and six-month fixed term contract.
Hybrid role, working from Peterborough or Lincoln
Full-time
Shape the future of customer experience at Anglian Water
Having transformed how we connect with our customers and colleagues through our Contact Centre as a Service (CCaaS) technology, we're looking for a talented Telephony Configuration Engineer to help continue that journey.
As a key technical specialist within our Systems Engineering Practice, you’ll design, develop and support the systems that underpin customer and colleague interactions across Anglian Water. You'll play a pivotal role in ensuring our contact centre system delivers exceptional customer experiences while enabling the business to work smarter and more efficiently.
This is a great opportunity for someone to build-upon their existing software development skills, or experience of working on critical telephony platforms.
What you'll be doing
As a Telephony Configuration Engineer, you'll work within an Agile DevOps environment to develop, enhance and support our CCaaS eco-system.
You'll be responsible for
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Configuring and enhancing our Contact Centre as a Service technologies
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Delivering backlog items and sprint objectives alongside Product Owners and stakeholders.
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Identifying opportunities to improve customer journeys, business processes and platform performance
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Monitoring, troubleshooting and resolving system issues, acting as a key escalation point when required
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Delivering system upgrades, testing activities and release management processes
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Working closely with operational teams to understand challenges and deliver technology improvements
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Driving continuous improvement through innovation, optimisation and best practice adoption
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Building strong relationships with stakeholders across the business.
What does it take to be successful?
We're looking for someone who combines technical expertise with excellent stakeholder engagement skills. You'll enjoy solving problems, working collaboratively and translating complex technical concepts into practical business solutions.
You'll ideally have
Essential
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Experience developing in C# and Angular,
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Knowledge of Agile delivery methodologies and principles
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Experience of software development, including Azure DevOps utilisation
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Strong stakeholder management and relationship-building skills
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Excellent problem-solving and issue-resolution capabilities
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The ability to communicate technical information clearly to non-technical audiences
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Strong planning and prioritisation skills
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A passion for delivering outstanding customer outcomes and continuous improvement.
Desirable
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Degree-level qualification or equivalent experience
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Strong facilitation skills
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Experience working with APIs, integrations or automation technologies
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Understanding of customer experience and contact centre operations.
Why Anglian Water?
At Anglian Water, we're committed to creating an inclusive workplace where everyone can thrive. You'll have the opportunity to work on innovative technologies that directly improve the experience of millions of customers while developing your own skills and career in a supportive environment.
We offer
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Full private healthcare with no excess
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26 days leave, rising with service + Bank Holidays, with the option to swap Christmas and Easter holidays for those celebrated by your religion
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A flexible working culture
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Competitive pension scheme – we double-match your contributions up to 7%
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Life Assurance at eight times your salary
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Personal Accident cover – up to 5x your salary
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Bonus Scheme
Closing the gap between technology and customer experience
If you're passionate about modern contact centre technology, enjoy driving innovation and want to play a key role in transforming customer experiences, we'd love to hear from you.