CCaaS & Voice Specialist Full Time

Band 3

The CCaaS & Voice Technical Specialist provides hands‑on specialising, configuration, and technical delivery across Serco’s CCaaS platforms, ensuring stable, resilient and well‑optimised services for UK&E contracts. The role supports the full lifecycle of CCaaS solutions — implementation, configuration, testing, technical support, troubleshooting and continuous improvement.

The specialist works closely with Operations, Service Management, IT Business Partners and suppliers to deliver high‑quality changes, resolve technical issues, enhance caller journeys and ensure CCaaS platforms remain reliable and fit for purpose.

This role blends technical depth, practical delivery capability, and customer-focused problem solving to maintain excellent service performance across AWS Connect and at least one additional CCaaS platform; experience of Content Guru Storm is advantageous but not essential.

As Part Of This You’ll

• Configure, support and optimise AWS Connect (essential) and at least one additional CCaaS platform; Storm knowledge is desirable but not required (e.g. Content Guru Storm, Genesys Cloud, Five9, NICE CXone, Avaya CCaaS)
• Build, test, document and deploy call flows, IVRs, routing strategies, queues and prompts; create and maintain supporting call flow maps and system diagrams
• Carry out multi-stage implementation activities — technical design, configuration, testing, activation and early-life support — ensuring all changes align with service and change control requirements
• Support number porting, telephony routing, CLI presentation and associated voice configuration
• Act as the technical escalation point for complex CCaaS, integration and call routing issues; diagnose systemic or recurring faults and drive long-term fixes with suppliers and partners
• Collaborate with Service Management on incident, problem and change resolution; provide post-deployment technical assurance for new solutions
• Serve as the technical point of contact across onboarding, migrations and project delivery, working closely with operational teams, contract stakeholders, account managers and pre-sales
• Consult on caller journey improvements, routing efficiencies and design options; translate technical detail into clear guidance for non-technical audiences
• Review platform analytics, call flow performance and routing patterns to identify optimisation opportunities; contribute to platform roadmaps and new feature adoption
• Maintain accurate configuration documentation, test scripts, implementation notes and knowledge bases
• Ensure all engineering activity meets Serco security, compliance and ITIL-aligned standards; support audits, service reviews and governance activities

What You’ll Need To Do The Role

• Degree in a relevant discipline (Business, Computer Science, Engineering, Economics, or equivalent) or equivalent IT work experience
• Hands-on configuration experience across CCaaS/UCaaS platforms — AWS Connect is essential; experience across multiple cloud or portal-based telephony systems required
• Technical Skills
• Strong working knowledge of IVRs, queues, routing profiles, SIP/VoIP fundamentals, DDI management, telephony integrations, audio assets, timeout and error routing logic
• Proven ability to create detailed call-flow diagrams (e.g. Visio) and deliver multi-stage projects covering configuration, testing, activation and early-life support
• Deep knowledge of Contact Centre technologies including ACD platforms, call routing services, IP Voice over MPLS/QoS networks, MI/performance reporting, and soft/hard telephony
• Familiarity with Agile delivery frameworks and ITIL/SIAM service management standards (ISO 20000, ISO 9001:2015, ISO 27001)
• Stakeholder & Delivery Skills
• Able to translate complex technical information into clear, accessible guidance for non-technical audiences
• Experienced in managing and working alongside partners and third-party technical teams, ensuring adherence to processes and standards
• Strong communicator across all levels — from operational teams to IT leadership — with a collaborative, detail-oriented approach
• Mindset & Behaviours
• Strategic and innovative thinker, able to contribute to long-term platform roadmaps and identify opportunities to adopt or repurpose technology
• Customer-focused, decisive, and comfortable operating at pace in a complex, matrix environment

Why Serco

Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won’t be hard to find. You’ll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What We Offer

• Company car
• Private healthcare
• Bonus scheme of up to 10%
• Flexible working considered
• Pension – 6%
• Chance to contribute to innovation in the public services
• A company passionate about diversity and inclusion
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.