Overall purpose of role The role is for an experienced platform and integration engineer of customer contact channel solutions including telephony, call recording, IVR webchat, video and other capabilities who can build, move and integrate with these solutions in the internal or external cloud.
Key Accountabilities Engineer strategic Contact Centre platform solutions including all development phases and implementationWork within a global team, building global solutions to support a global organisation.To maintain an in-depth, end-to-end technical understanding of our products, being recognised as the 'go to' contact for technical queries, live incidents and problems.To use system-specific knowledge and technical expertise to define technical strategies that provide business solutions.To ensure alignment to technology roadmap, DevOps and automation agenda and transition to Cloud
Stakeholder Management and Leadership Able to develop and maintain constructive relationships with senior business stakeholders at all levels;Able to develop and maintain peer relationships with CTO and other Transaction Cycle architectsExcellent communicator with the ability to communicate and demonstrate to internal and external audiences on a wide range of topics;Ability to communicate in the language of the business with a strong understanding of the financials and key drivers of business value; andFirst class intellect, flexibility of thinking and an ability to analyse and distil complex information quickly, presenting to non-Technology colleagues in a clear and succinct manner. Decision-making and Problem Solving Very strong strategic vision required with a proven ability to: o Shape, develop and execute strategy to drive major change; o Drive towards a target operating model and respond to changes in the external environment; o Partner with the business to align business and IT strategies and maximize the value of technology investments; o Execute a strategic agenda within a robust cost management and control framework; and o Balance the need for commercial innovation with the high levels of risk, control and cost management required. High level of conceptual systems thinking that creates transformational innovations through synergies of new business models and new technologies; andTrack record of Strategic innovation and creating value for the business and ability to adapt innovation in other industries to the FS customer and regulatory environment. Risk and Control Objective Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Risk Management Framework and internal Barclays Policies and Policy Standards. Person Specification, essential skills/basic qualifications: Experience in building end to end solutions including software, hardware, cloud and open application architecture and integration.An understanding of core technical architecture principles, API architecture, integration principles, data platforms, networks and the standard CC hardware and software deploymnets.Strong strategic vision, with a proven ability to, shape, develop and execute cloud and open strategy driving change.Has experience of engineering of Contact Centre technology infrastructure across all major functions and has a comprehensive grasp of emerging technologies.Can describe target state Contact Centre technology including CCaaS and CPaaSKnowledge of open communication standards such as SIP and WebRTCExperience of Cloud capabilities including accredicationHas a comrehensive and proven service focus Desirable skills/Preferred Qualifications: Able to demonstrate previous evidence of drive, energy, commitment, and enthusiasmAbility to provide a world-class customer/client experience, underpinned by a lean cost base, strong controls and a culture of collaboration, innovation and high performance.Track record of successfully delivering: o Technology solutions within a complex multi-national organisation; o Commercially proven, strategic innovations within a technological or Financial Services organisation, with an emphasis on new customer experiences; o BAU 'Run the Bank' Technology capabilities in a complex, multi-national organisation; Risk and Control Objective Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards. About Barclays Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns. Our two clearly defined divisions, Barclays UK and Barclays International, provide diversification by business line, geography and customer, enhancing financial resilience and helping to contribute to the delivery of consistent returns through the business cycle. We have a strong core business with exciting prospects, well positioned to deliver long-term value for our shareholders. The businesses are supported by The Group Service Company. This delivers critical infrastructure services and enhances operational continuity for our business units, it is a centre of excellence for services required by the business, such as fraud management and cyber security, reducing duplication and promoting best practice across our businesses. Consistent with the objective of delivering long-term sustainable value for all our stakeholders, we have developed our Shared Growth Ambition - our approach to citizenship and the sustainability of the business model we operate. The aim is to make decisions and do business that provides our clients and customers, and the communities which we serve, with access to a prosperous future. The delivery of our strategy is underpinned by the energy, commitment and passion of our people, and we are clear on our common purpose: creating opportunities to rise. We are a company of opportunity makers working together to help people rise - customers, clients, colleagues andsociety. About Contact Centre Transaction Cycle Through the Contact Centre Transaction Cycle, we will unleash the personalities of our people, enabling and empowering them to become brilliant universal bankers; connect customers and colleagues via consistent, intelligent and smart tech. By working together, through collective and aligned plans we will create experiences that customers consistently rate as highly relevant and valuable. Through working collaboratively and learning from each other, we'll achieve our goals more quickly and easily. The Contact Centre Transaction Cycle is responsible for proving, delivering and determining technical solutions to support the Contact Centre operations globally About Customer Contact As a member of the Customer Contact team you will be joining a dynamic group that look after the end to end delivery of technology across the entire Barclays Contact Centre estate. We architect, build, develop and release software and infrastructure for core voice platforms, Dialler, WFM/QM, Call recording speech analytics and Voice Biometrics and IVR applications and other customer interaction channels (e.g. Chat, Video) to give our customers and agents a consistent cross channel experience. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. We are an equal opportunity employer and we are opposed to discrimination on any grounds.
Purpose and Values Barclays has a single cross-business Purpose for Barclays and five core Values which underpin it. Our Purpose is to create opportunities for people to rise- customers, clients, colleagues and society. Put simply this is the answer to the question 'What is Barclays for?' and it should guide our every action as employees. Respect: We respect and value those we work with, and the contribution that they make. Integrity: We act fairly, ethically and openly in all we do. Service: We put our clients and customers at the centre of what we do. Excellence: We use our energy, skills and resources to deliver the best, sustainable results. Stewardship: We are passionate about leaving things better than we found them. Category: Technology , Keywords: Software Integration Engineer Associated topics: architect, architecture, backend, c#, design pattern, expert, matlab, programming, project architect, senior