Senior Engineer (Application Operations)

High Heaton, Newcastle Upon Tyne
HMRC
Job summary At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who chooses to work for us and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. HMRC is building a modern, digital tax administration and runs the biggest digital operation in Government. With our 50 million customers at the heart of everything we do the scope and impact of our work is limitless This is an exciting opportunity to join HMRC s CDIO (Chief Digital & Information Officer) Customer Engagement and IT Business Services working across one of the biggest IT estates in Europe. Our team is supporting a large-scale digital transformation that will have profound impact on HMRC customers, other government agencies and HMRC staff members. Customer Engagement and IT Business Services team is accountable for building, running and maintaining the IT integral to critical customer service operations which work to protect and maximise the collection of taxes, duties and excise. We focus on our people, with clearly defined career pathways that are rewarding, fulfilling and achievable. We have flexible ways of working to help everyone manage their own work/life balance. We are creating an authentically diverse and inclusive workplace where everyone feels able to bring their whole self to work. See what it s like to work at HMRC: . Questions relating to an individual application must be emailed as detailed later in this advert. Job description As a Telephony Application Engineer for the telephony platform you will work in an Agile way to deal with all technical aspects of configuration including development, integration, testing and deployment of IVR applications. You will join the team and work alongside suppliers to manage and support the ongoing service, working collaboratively with the business to continually look for ways to optimise and automate services to improve customer outcomes. Working as part of a team, duties include but will not be restricted to: Building strong collaborative relationships with: external suppliers and business colleagues to build and configure the telephony platform suppliers to co-ordinate build activity and develop an understanding of how to undertake and support integration testing live services to manage day to day technical change business colleagues to identify opportunities to optimise and automate the platform to deliver business benefits Identifying risks and taking accountability for progressing mitigating actions Make sure applications are available within service level agreements and are working to design Carry out activities in incident, problem, change and configuration management and continual service improvement processes Making BAU changes to the platform Person specification Essential Criteria: The successful candidate will demonstrate experience of: Strong analytical and logical skills Adapting to new and complex concepts Building stakeholder relationships Optimising the customer experience Managing multiple priorities Communicating effectively at all levels including internal and external stakeholders Desirable criteria: Experience of building/administering a Customer Contact Telephony Platform Use of Agile methodology ITIL processes