Lead Technical Architect

Role Overview

As a Lead Technical Architect in the DWP Digital Digital Channels team, you will lead the architecture design behind our Digital Channels Contact Centre (DC3), a transformation program moving from traditional voice-based services to a fully integrated omni-channel contact centre. This high-impact role shapes strategy, influences senior stakeholders and guides the design of complex solutions across cloud, on-premise and hybrid environments, directly impacting how citizens interact with vital public services.

Key Responsibilities

• Design and evolve DWP’s next-generation contact centre platform, including call routing, customer journeys, agent workflows, and scalable/high-availability environments.
• Translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them.
• Work with delivery teams throughout the full lifecycle – from early concept through to live services ...