Citizens Advice
Software Engineer (AWS Connect)
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Location: Blended between office and home (England and Wales). Time in office negotiable
Salary: £61,381, plus London allowance of £3,612 if applicable
About the Role
The Software Engineer role is responsible for building, testing, and maintaining software that delivers value to our users. The role works collaboratively as part of a multidisciplinary team to solve problems and contribute to a shared mission.
We are continuing to invest in our modern, cloud-first contact centre built on Amazon Connect, with a clear ambition to deliver a truly integrated, customer-focused experience across our network and clients. This role offers the opportunity to shape how clients access advice—bringing together voice, chat, and digital journeys into a seamless, intelligent service that routes people to the right support first time. You’ll work as part of a multidisciplinary team to design and evolve contact flows, integrate with core platforms such as case management and knowledge systems, and use real-time data to continuously improve outcomes. Crucially, you will help simplify the tools our advisers use daily to ensure they can devote their full attention and expertise to providing valuable human support to our clients. We’re looking for engineers who are passionate about using cloud technologies to remove friction, improve accessibility, and build a contact centre that genuinely meets the needs of vulnerable users—balancing scalability, security, and user experience at every step.
Essential Criteria
Please provide details in your cover letter to evidence the following essential criteria and explain your experience using AWS Connect. Please make sure your cover letter provides evidence for the essential criteria succinctly.
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- Proven experience in a software engineering role.
- Understanding of software development principles, version control (e.g., Git), and agile methodologies.
- Proven experience in at least one modern programming language (e.g. Python, Ruby on Rails) and willingness to learn Ruby on Rails
About Us
Citizens Advice offers confidential advice online, over the phone, and in person, for free. Through our national network of charities, we give people the knowledge and the confidence they need to find their way forward – whoever they are, and whatever their problem.
Do you want to work for an organisation that makes a difference, every single day, to people from all walks of life? The people that turn to Citizens Advice need help overcoming an obstacle in their lives – from debt to evictions to trouble at work – and you can be key to them getting the support they need in the quickest, easiest, and most effective way.
Equity, Diversity and Inclusion (EDI)
Equity, Diversity and Inclusion (EDI) is of strategic importance within the organisation and recognised as integral to all we do as a service.
Central to pursuing our EDI mission is building diverse and inclusive teams in which everyone has a sense of belonging. We believe inclusion is a social justice issue - a principle that underpins our all EDI work. To that end, we particularly welcome applications from people we would like to see better represented in our organisation and sector - people of colour, LGBTQ+ people and disabled people. We follow the social model of disability. We will offer an interview to disabled candidates who indicate they wish their application to be considered under our Disability Confident Interview Commitment where they meet our selection criteria in their application. Some of our roles attract a high volume of applications and in some circumstances where it is not practicable or appropriate, we may limit the number of interviews offered to disabled and non-disabled candidates. We will provide reasonable adjustments as needed.
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Flexibility
We’re a flexible employer, so this role may suit anyone who’d prefer a flexible arrangement to help their work/life balance, many of our colleagues spend most of their time working remotely. Whilst we prefer a blended approach between a local office, if one is near you, and home we’re open to being flexible on location, occasionally a role may require you to be based in a certain location if that's the case it will be detailed in the advert or job description. This can be discussed in more detail during your interview.
Location
The National Citizens Advice operates from offices in England and Wales, with 4 regional offices based in Cardiff, London, Birmingham and Leeds, therefore all successful applicants must be based within England or Wales.
Right to Work in the UK
Please be aware that Citizens Advice is not a sponsoring organisation. Therefore the successful applicant must already possess the right to work in the UK or be able to secure the right to work in the UK independently.
Our Commitment to Our People
We have been awarded the top charity in Third sectors' employer index, where it's recognised that Citizens Advice is an organization that not only prioritizes the people we serve but also values the wellbeing of its employees.
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