About the job

Job summary

At the Driver and Vehicle Licensing Agency (DVLA), we encourage applications from everyone, particularly groups currently underrepresented in our workforce. We pride ourselves on the positive impact diversity has and promote inclusivity and equality of opportunity for all. Our recruitment process is anonymised, which means that your name, date of birth and other personal details will not be seen by the sift panel.  

Do you have experience creating cloud omni-channel Contact Centre Systems?

Do you want to be involved in exciting software and omni-channel Contact Centre development projects?

If so, we would love to hear from you!

Job description

At DVLA Digital we focus on user needs, whether that is a citizen, an organisation, or an internal user. We are committed to providing the most efficient, effective, and secure services to meet the needs of a diverse and ever growing digitally aware customer base.

We are seeking a Lead Infrastructure Engineer to join our Telecoms Team. In this role, you will lead diverse projects to deliver the benefits of our new cloud omni-channel contact centre system. As a subject matter expert, you will leverage your extensive systems knowledge or deep product expertise to drive improvements and develop team members.

You will lead and manage a variety of projects focused on enhancing our cloud omni-channel contact centre system. Acting as a key subject matter expert, you will apply your broad systems knowledge or specialised product insights to the role. You will provide guidance and mentorship to team members, fostering professional growth. Reviewing and improving existing processes to enhance service delivery and implement technical best practices will be a key part of your responsibilities. Additionally, you will serve as the escalation point for 4th Line Engineers, overseeing work plans and providing general support.

To qualify for this role, you should have proven experience in infrastructure engineering within a telecoms environment, along with strong expertise in cloud omni-channel contact centre systems. The ability to work independently and lead projects with minimal supervision is essential. Excellent problem-solving skills and a proactive approach to process improvement are necessary, as well as experience in mentoring and developing technical teams.

There may be an opportunity going forward to participate in an out-of-hours support rota which will attract an additional allowance. Please note this rota will operate 5pm – 7am Mon-Fri and 24/7 on weekends and public holidays. 

Join us and be a part of a team that is driving innovation and excellence in our cloud-based contact centre solutions.

Your responsibilities will include but will not be limited to:  

• Overseeing programmes and projects.
• Working with technical architects to translate the architectural designs into operations and support technical architects in operationalising the designs.
• Leading and directing infrastructure specialist teams in building, managing, supporting and maintaining solutions according to departmental policy (if taking a managerial path).
• Advanced problem solving to meet the needs of telephony customers and supporting other technical leads where appropriate.
• Working in teams to deliver continual improvements.

For further information about the role please see the attached role profile. 

Additional Information

Applications will be accepted for full time. Full time roles at DVLA consist of 37 hours per week. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.

Person specification

With expertise in Telecoms and communications, you will excel in managing high-volume omni-channel call centre technologies and possess a keen eye for detail. You will have a strong understanding of cloud-based contact centre solutions (CCaaS) within telephony. You will proactively stay abreast of new products, tools, and techniques, promoting their use within the business to enhance capability continuously.

In this essential role, you will plan, support, and lead the development and implementation of new technologies. Your responsibilities will include providing support to junior staff and fostering successful relationships with key stakeholders.

We strive to ensure that DVLA is a great place to work where everybody can be their true self, be treated with dignity and respect, and according to their individual needs. We have a number of staff network groups run by staff to support their colleagues. 

Working for the DVLA Digital Team

At DVLA, licensing is just the start. Every project you implement, touch and deliver has a ripple effect that’ll wash across the nation. Here the work you’re doing has the capacity to change the way 50 million people interact with our services. As we aim to keep our roads some of the safest in the world, our innovative, transformative digital-led services help optimise a nation of individuals and business every single day. 

To see how our people are transforming our digital services, head over to our DVLA Digital Services Blog and, to understand more about the great opportunities and benefits of working at DVLA read our Inside DVLA blog. 

Government Digital and Data Profession Pay Framework 

The role is part of the Government Digital and Data profession and utilises an enhanced Capability–Based Pay Framework which provides access to a Digital and Data allowance.

The base pay is £51,997. In addition to this the role includes a Digital and Data allowance of up to £28,403.

The value of allowance awarded will be based on an assessment of your skills and experience as demonstrated through the selection process.

Here are more details on the pay framework.

Here are more details on the Government Digital and Data Profession Capability Framework

Benefits

Passionate, reliable and always willing to push yourself and those around you, you’ll continue to seek improvement in your own role and challenge us too. Because we pride ourselves on how we approach your development. From training courses to specialist skills workshops and opportunities to grow your expertise, we thrive when you thrive. You can find out more about all of the above here alongside a full list of our benefits:   

• Best in class learning and development tailored to your role.
• An environment with flexible working options where we encourage a great work-life balance.
• A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues.  
• Generous employer contribution of 28.9%, depending on chosen.
• Digital communities with clear career frameworks.
• On-site gym plus personal training available (membership applies).
• On-site nursery, restaurants and coffee bar.
• 25 days holiday (plus bank holidays), increasing by 1 each year (up to 30) & 1 extra day for the King’s birthday.
• Free parking. 
• A hybrid office/home based working model where staff will spend a minimum of 60% of their time in the office over a month, with flexibility dependent on balancing business and individual need.

There are many more opportunities and great benefits of working at DVLA, visit our Careers website for further information.    

 

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

For this role you will need to submit a CV with a personal statement of up to 750 words. 

For your CV and personal statement, please provide detailed evidence of your experience of the following essential criteria:  

• Experience in software development life-cycle, using agile methodologies.
• Experience developing omni-channel contact centres.
• Experience of successfully installing/managing High Volume Cloud or Local based Call Centre technologies.

Click here for further guidance on writing a CV and personal statement. 

The sift is due to take place on 05/08/2024.

Interviews are likely to be held on 20/08/2024.

This interview will be conducted via a video interview, details of which will be provided to you should you be selected for interview.

We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.

If invited to interview, this may consist of a range of question types. These could include questions around behaviours and how you would respond in any situation as well as specific examples of things you have done.

The selection process will be designed specifically for the role. As a result, your assessment will include:

• An interview.

The Department for Transport alongside other Government Departments recruit using Success Profiles. This means for each role we consider what you will need to demonstrate in order to be successful. This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

For further information on Success Profiles visit our Careers website.

Please take note that DVLA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.

Further Information

Due to the evolving nature of the business, vacancies can become available at any time. Therefore, this campaign may create a reserve list to fulfil demand if it arises which will be held for a period of 12 months.

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Document Accessibility

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit the How We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. 

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting

This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.