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As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? • You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations, • You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs, • You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches, • You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them, • You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys, • You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments, • You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD, • You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: • Flexible working including flexible hours and flex-friendly policies, • Time off volunteering and charitable giving, • Bring your authentic self to work with 'I Can Be Me in DWP', • Discounts and savings on shopping, fun days out and more, • Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference, • Sports and social activities, • Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: • DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards, • Diverse and Inclusive Leadership at Digital Leaders Awards 2024, • Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025, • Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLYfor more information and to start your application. JBRP1_UKTJ

Role Summary We are seeking an experienced Enterprise Architect Onsite Lead to drive a strategic Agentic IVR transformation program for a leading banking client on GCP. This role combines deep architectural expertise with strong customer relationship management, acting as a trusted advisor to senior business and technology stakeholders. Key Responsibilities • Serve as the primary onsite liaison for banking stakeholders, building strong, trust-based relationships across business, operations, and IT., • Lead Agentic IVR architecture design using GCP (CXAS, Dialogflow CX, ADK, Vertex AI, Apigee) for banking use cases such as customer servicing, fraud checks, payments, and loan inquiries., • Translate business goals into secure, compliant, and scalable AI-driven conversational solutions., • Drive CX transformation and automation strategy aligned with regulatory requirements., • Ensure seamless integration with core banking systems, and CCaaS platforms., • Establish governance, compliance, and AI guardrails (data privacy, auditability, explainability)., • Oversee delivery teams ensuring quality, performance, and resilience. Key Skills • Strong banking domain expertise (retail, lending, payments, contact center), • Expertise in Conversational AI / IVR and GCP architecture, • Knowledge of Agentic AI, RAG, and API-led integrations, • Exceptional stakeholder engagement and influencing skills Experience • 1218+ years in enterprise architecture / solution design, • Proven experience in onsite client-facing roles in banking programs, • Hands-on delivery of IVR / Contact Center / Conversational AI transformations, • Experience with large-scale digital transformation in regulated environments, • Track record of engaging executive stakeholders and driving CX initiatives Preferred Qualifications • Experience working with Tier-1 banks or financial institutions, • Strong understanding of banking regulations (e.g., data privacy, PCI-DSS, GDPR equivalents), • Exposure to CCaaS platforms (Google CXAS/CES, Genesys, NICE, Amazon Connect), • Experience in multi-agent orchestration / agentic frameworks, • Familiarity with AI governance, risk management, and model validation frameworks Certifications • Google Cloud Professional Architect (Mandatory/Preferred), • Google Professional Machine Learning Engineer, • Certifications in Conversational AI platforms (Google CES, Dialogflow CX or equivalent), • TOGAF / Enterprise Architecture certifications JBRP1_UKTJ

Director, Global Payroll Operations in the United Kingdom.This role emphasizes leadership in payroll processes across multiple regions, ensuring compliance and operational excellence.The ideal candidate must have over 10 years experience in global payroll and people management.Candidates must posses

Key Responsibilities: Own and deliver expansion sales across Genesys’ UKI enterprise install base, driving consistent overachievement of quota Lead and develop a team of Account Executives, enabling high performance through structured coaching, clear accountability, and targeted hiring* Drive

Director for UKI Expansion Sales located in London.This crucial role involves leading growth across the UK and Ireland customer base and driving AI adoption through effective relationships with C-level stakeholders.The ideal candidate should possess substantial leadership experience in enterprise sa

About Genesys:**Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys is an equal opportunity employer committed to fairness in the workplace. Professional Services Sales Director UKIApplylocations: United Kingdomtime type: Full ti

Key responsibilities include (but not limited to): Demonstrate advanced expertise in AI and lead detailed discussions with technical and business stakeholders Engage confidently with senior and C-level leaders and orchestrate complex opportunities across internal and external teams* Influence an

Genesys is seeking a Director, UKI Expansion Sales to lead growth in the UK and Ireland.

About Genesys:**Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Contribute to and maintain Genesys’ templates, playbooks, and guidance documents. If a Genesys employee referred you, please use the link they sent you to apply.

Genesys is looking for a Professional Services Sales Director to lead the UKI region in AI-led transformations.

About Genesys:**Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Business Development Director - EMEAApplylocations: United Kingdomtime type: Full timeposted on: Posted 5 Days Agojob requisition id: JR111134Genesys empowers organi

Genesys is looking for a Director of Sales, AI and Experience Orchestration.

Business Development Director for the EMEA region.In this strategic role, you will lead a team focused on pipeline generation and revenue growth.The candidate should have over 10 years of experience in Enterprise SaaS, with proven leadership qualities in complex international environments.Strong ski

About Genesys:**Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Collaborate alongside sub-regional Sales Vice Presidents to maximise pipeline creation and conversion, aligning with the Genesys Way of Selling and the account-based engagem

Senior Director of Product Management specializing in Digital Experiences in the United Kingdom.This leader will drive product vision, oversee development of AI-powered solutions, and collaborate across teams to enhance customer experience.The ideal candidate will have over 15 years of experience in

Start Delivering with Uber Eats.Delivering with Uber Eats offers a flexible way of making money.It is a great alternative to traditional part-time delivery jobs or other part-time gigs, temp jobs or seasonal work.See how delivering with the Uber app can help you make money flexibly.You decide how mu

About Genesys:**Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys CloudTM is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. Genesys is

Start Delivering with Uber Eats.Delivering with Uber Eats offers a flexible way of making money.It is a great alternative to traditional part-time delivery jobs or other part-time gigs, temp jobs or seasonal work.See how delivering with the Uber app can help you make money flexibly.You decide how mu

Director of Sales, AI & Experience Orchestration to lead a team focused on driving AI-powered customer experience solutions.The position requires over 10 years in enterprise software sales, with expertise in AI technologies and strong leadership skills.Collaborating with various departments, you wil

Start Delivering with Uber Eats.Delivering with Uber Eats offers a flexible way of making money.It is a great alternative to traditional part-time delivery jobs or other part-time gigs, temp jobs or seasonal work.See how delivering with the Uber app can help you make money flexibly.You decide how mu

AI & Experience Orchestration Director to lead strategic engagements and accelerate the adoption of Genesys AI capabilities.

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Start Delivering with Uber Eats.Delivering with Uber Eats offers a flexible way of making money.It is a great alternative to traditional part-time delivery jobs or other part-time gigs, temp jobs or seasonal work.See how delivering with the Uber app can help you make money flexibly.You decide how mu