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Lead Technical Architect
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Lead Technical Architect
Lead Technical Architect (Digital Channels Contact Centre) DWP Digital – Digital Channels Team
Join us in leading a critical transformation—moving from traditional voice-based services to a fully integrated omni-channel contact centre (DC3). As Lead Technical Architect, you’ll shape strategy, guide complex solutions (cloud/on-premise/hybrid), and ensure citizens experience accessible, efficient, and high-quality public services at scale.
About the Role
You’ll leverage architecture leadership to deliver England’s first next-generation government contact centre, transitioning from outdated telephony to a seamless voice, chat, and digital environment. This includes:
- Designing AI-driven capabilities (NLP, conversational IVR, virtual agents)
- Ensuring resilience, security, and scalability
- Aligning technical solutions with business needs and long-term strategy
Beyond delivery, you’ll govern architecture standards, collaborate across teams, and mentor other architects—contributing to one of the UK’s most significant digital transformations.
Key Responsibilities
- Lead design and evolution of DWP’s contact centre platform
- Drive strategic shifts (e.g., omnichannel integration, AI adoption)
- Translate business needs into clear, scalable, and user-centric solutions
- Govern architecture decisions, risks, and road-mapping
- Guide full delivery lifecycle (concept to live service)
- Mentor architects and engineers to raise technical standards
- Represent technical interests at senior stakeholder engagements
Profile: Skills & Experience
- Distributed system design: Experience with cloud (AWS/Azure/GCP), on-premise, and hybrid environments—prioritising security, networking, data, and integrations
- Architecture blend: Apply principles, patterns, and standards to craft consistent, future-proof designs
- Cross-functional collaboration: Work with agile, waterfall, or blended teams from ideation to live deployment
- Stakeholder communication: Articulate technical decisions to non-experts, building trust
- Contact centre expertise:
- Familiarity with multi-channel platforms (voice, chat, AI-assisted workflows)
- Call routing, customer journeys, agent workflows in high-availability environments
- Knowledge of VoIP, IVR, CTI, ACD technologies (Cisco/Avaya/Genesys/Amazon Connect/NICE CXone)
- AI/automation: Conversational IVR, NLP, chatbots, speech analytics, and WFM/WFO tools
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What You’ll Do in This Role
- Expand architectural landscape: Shape a low-code/no-code framework for citizen-facing services
- Transition path design: Guide migration from legacy telephony to omni-channel platforms
- AI augmentation: Embed virtual agents, digital twins, and automated care pathways within the contact centre
- Performance drive: Extend 24/7 availability, chat suyo optimisation, and ecosystem hubs
- Next-gen tools: Introduce and integrate low-code components via DWP’s digital stack
Where You’ll Fit In
Our Digital Channels and Loops programmes Centrale platforms have worked diligently to modernize our citizen service approach. You’ll focus compelling on these iniciaives:
- Omnichannel identity: Provide residents with the flexibility to engage via voice, webchat, email, and app under a single, consistent digital relationship
- AI 1 pillar: Harness the power of AI innovations and assistive tools to transform service, personalise engagement and address common pain points
- Programme neighbourhoods: Engage stakeholders to ensure your work delivers meaningful outcomes.
Your thoughts? Our environment
Where to work
Choose from our contemporary digital hubs:
- Blackpool
- Birmingham
- Leeds
- Manchester
- Newcastle
- Sheffield
Work-based teams from across the geographical in person, while architecting innovative hybrid solutions in other locations.
Working Life
We’re flexible! Our hybrid model lets you balance in-hub collaboration and remote work.
Compensation & Benefits
- Salary: Up to £99,836 (at 75,026 salary + Government Digital and Data Allowance, maximum of £24,810 depending on capability)
- Pensions: 28.97% employer contribution—worth up to £16,786/year
- Leave: 26 days (rising to 31 days after 5 years) + flexi-time (up to 3 days/month) + public holidays
- Other perks:
- Bring your best self: Inclusive, authenticity-focussed culture: ‘I Can Be Me in DWP’
- Volunteering: Paid time off for charity (via TimeWellSpent)
- Getting to work: Interest-free loans for bikes/season tickets (£375 max)
- Savings and rewards: Embassy Globesportscor Voyager cards + discounts
- Career growth: Coaching, mentoring, and development alongside professional competitions
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Community and Culture
We’re proud of our diverse and inclusive environment. Our awards speak to that:
- 2024 Diversity Employer of the Year (Computing Women in Tech Excellence)
- Digital Leaders Awards 2024 (Diverse and Inclusive Leadership)
- Best Place to Work in Digital (2025 Computing Digital Technology Leaders Awards)
Process
Easy and efficient!
- Apply: Complete your application on [Civil Service Jobs](... links/getting-started)
- Interview: Two-stage, online process
Interested? Apply now!
→ Apply to Lead Technical Architect (DS380-023)
DWP is an equal opportunities employer. Candidates will be asked to commit to receiving information, updates and marketing from the Civil Service or organisations affiliated with us to help improve recruitment outcomes for our organisation. More information on the Civil Service JASPRS policy will be shared if you are shortlisted.
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Why apply? You’ll join a team leading scalable, omni-channel public services—building citizen trust through AI and automation while ensuring resilience.
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