Senior Solution Architect - Customer Services

enior Solution Architect

Salary £54,439 - £60,183

Locations: Manchester, Edinburgh, Telford, Worthing, Newcastle, Bristol

Are you interested in cloud computing and joining one of the most digitally-advanced tax authorities in the world and one of the largest and most dynamic IT estates in Europe? Then HMRC will surprise you with an exciting opportunity to help shape the future digital landscape of one the largest departments in Civil Service.

Job description

In this role within the Customer Services team, youll be architecting and delivering systems which underpin HMRCs ability to engage with customers at scale, so they pay the right taxes and receive the right benefits as their work, business, and family lives change.

Your responsibilities in this role will include:

• Leading a team of solution architects within one or more strands of IT change programmes, setting direction for the team, and delivering results.
• Being accountable for producing technical IT solution designs on projects that align to the HMRC IT Strategy and deliver business outcomes.
• Responsibility for authoring costed design documentation, working closely with business stakeholders and technical architects to create cohesive solutions that meet the business and user needs.
• Working with delivery teams and partners to ensure that solutions are delivered and implemented as designed.
• Designing customer-facing web and mobile applications, telephony, IVR and webchat, proactive push communications and the automation of digital mail, using an omni-channel approach as HMRC adopts CRM technologies.
• Architecting solutions that support third party software such as accounting packages via external APIs.
• Designing solutions for recording customer circumstances in systems of record, calculating tax liabilities and benefit entitlements, receive and issue payments and maintaining accounts.
• Producing designs that support the collection of customer debts including analytics and self-service options to set up payment plans and arrange more time to pay.
• Adoption of AI technology to bring efficiencies to large-scale customer service operations e.g. call summarisation, next-best-action for colleagues and customers.

This role may require travel and overnight stays.

Person specification

Our ideal candidate will be someone who has a fascination with how technology is evolving, understands that the world is changing, and wants to be a part of that change through creating IT solution designs. They will enjoy being involved in building out technology projects that deliver results and will have an interest in, or knowledge of, machine learning and artificial intelligence technologies.

Essential criteria:

• Experience and knowledge of Architectural Governance
• You will have shaped and developed technology solutions using the capabilities described in the technical specification to meet business and user needs.
• Ability to pick up new technologies and architecture concepts and styles quickly, understand their strengths and weaknesses and apply that learning.
• A collaborative problem solver working with colleagues to identify root causes allowing you to create and deliver pragmatic IT solutions.
• A track record of communicating, collaborating, and influencing stakeholders.
• You can work at pace, identify and manage architectural risks appropriately, and have your solutions approved through architecture governance boards.

Closing Date:Monday 4th November 2024

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