Senior Infrastructure Engineer – Unified Comms
| Posting date: | 23 June 2025 |
|---|---|
| Salary: | £44,720 to £47,850 per year |
| Additional salary information: | You may be eligible for an additional non-pensionable allowance, pending a Capability and Skills Assessment, with a value of up to £12,680. New entrants to the Civil Service will start their role on the pay range minimum. |
| Hours: | Full time |
| Closing date: | 06 July 2025 |
| Location: | Croydon |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 411963/1 |
Summary
The team provide a Cloud Contact Centre solution using the Genesys Cloud (CCAAS) with over 25 contact centres within the Home Office. The Contact Centre supports several channels including voice, web messenger, email, SMS, and WhatsApp.
The Senior Infrastructure Engineer will be responsible for overseeing the design, implementation, and iteration of these services, ensuring they are fit for purpose and continue to evolve as new technologies emerge.
The team also provides other services such as large-scale broadcasting for internal and external stakeholders.
A Senior Infrastructure Engineer builds, administers, transitions, supports and maintains infrastructure services throughout the service lifecycle, according to the departmental policy and Home Office strategy.
You will work in a team of Infrastructure Engineers ensuring services are integrated, delivered and operated as required. You will work with and support third parties in providing infrastructure services and with technical architects to translate architectural designs into operations.
You will provide input into overall management activities such as workforce planning, budgeting, technology roadmaps, projects and tasks.
We are seeking candidates with strong experience in the following technologies:
- Microsoft 365, Teams, SharePoint, Webex, Genesys Cloud CX, Poly Lens, AudioCodes One Voice Operations Centre.
What you will do
Your main day to day responsibilities will be:
- Designing, implementing, administering and supporting infrastructure technologies and solutions such as: compute, storage, networking, physical infrastructure, software, cloud, commercial off the shelf (COTS) and open-source packages and solutions.
- Reviewing the systems designs of others to ensure selection of appropriate technology, efficient use of resources and integration of multiple systems and technology.
- Defining the integration build and co-ordinate build activities across systems and understand how to undertake and support integration testing activities.
- Initiating and monitoring actions to investigate patterns and trends to resolve problems, including consulting specialists where required. You will determine the appropriate remedy and assist with implementation of fixes as well as preventative measures.
- Identifying the correct procedures and appropriate channels for resolution and monitor resolution activities and progress updates to users.
- Coaching and mentoring more junior infrastructure engineers, participating in their appraisal and related performance management processes.
- Establishing yourself as a subject matter expert for one or more sections of the team.
Like many organisations we need to maintain our services 24/7, therefore, on occasions there may be a requirement to work out of hours, for which you will be paid an additional allowance.
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