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Overall purpose of role
The role is for an experienced platform and integration engineer of customer contact channel solutions including telephony, call recording, IVR webchat, video and other capabilities who can build, move and integrate with these solutions in the internal or external cloud.
Stakeholder Management and Leadership
Decision-making and Problem Solving
o Shape, develop and execute strategy to drive major change;
o Drive towards a target operating model and respond to changes in the external environment;
o Partner with the business to align business and IT strategies and maximize the value of technology investments;
o Execute a strategic agenda within a robust cost management and control framework; and
o Balance the need for commercial innovation with the high levels of risk, control and cost management required.
Risk and Control Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Risk Management Framework and internal Barclays Policies and Policy Standards.
Person Specification, essential skills/basic qualifications:
Desirable skills/Preferred Qualifications:
o Technology solutions within a complex multi-national organisation;
o Commercially proven, strategic innovations within a technological or Financial Services organisation, with an emphasis on new customer experiences;
o BAU 'Run the Bank' Technology capabilities in a complex, multi-national organisation;
Risk and Control Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns.
Our two clearly defined divisions, Barclays UK and Barclays International, provide diversification by business line, geography and customer, enhancing financial resilience and helping to contribute to the delivery of consistent returns through the business cycle. We have a strong core business with exciting prospects, well positioned to deliver long-term value for our shareholders.
The businesses are supported by The Group Service Company. This delivers critical infrastructure services and enhances operational continuity for our business units, it is a centre of excellence for services required by the business, such as fraud management and cyber security, reducing duplication and promoting best practice across our businesses.
Consistent with the objective of delivering long-term sustainable value for all our stakeholders, we have developed our Shared Growth Ambition - our approach to citizenship and the sustainability of the business model we operate. The aim is to make decisions and do business that provides our clients and customers, and the communities which we serve, with access to a prosperous future.
The delivery of our strategy is underpinned by the energy, commitment and passion of our people, and we are clear on our common purpose: creating opportunities to rise. We are a company of opportunity makers working together to help people rise - customers, clients, colleagues andsociety.
About Contact Centre Transaction Cycle
Through the Contact Centre Transaction Cycle, we will unleash the personalities of our people, enabling and empowering them to become brilliant universal bankers; connect customers and colleagues via consistent, intelligent and smart tech.
By working together, through collective and aligned plans we will create experiences that customers consistently rate as highly relevant and valuable. Through working collaboratively and learning from each other, we'll achieve our goals more quickly and easily. The Contact Centre Transaction Cycle is responsible for proving, delivering and determining technical solutions to support the Contact Centre operations globally
About Customer Contact
As a member of the Customer Contact team you will be joining a dynamic group that look after the end to end delivery of technology across the entire Barclays Contact Centre estate. We architect, build, develop and release software and infrastructure for core voice platforms, Dialler, WFM/QM, Call recording speech analytics and Voice Biometrics and IVR applications and other customer interaction channels (e.g. Chat, Video) to give our customers and agents a consistent cross channel experience.
It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
We are an equal opportunity employer and we are opposed to discrimination on any grounds.
Purpose and Values
Barclays has a single cross-business Purpose for Barclays and five core Values which underpin it.
Our Purpose is to create opportunities for people to rise- customers, clients, colleagues and society. Put simply this is the answer to the question 'What is Barclays for?' and it should guide our every action as employees.
Respect: We respect and value those we work with, and the contribution that they make.
Integrity: We act fairly, ethically and openly in all we do.
Service: We put our clients and customers at the centre of what we do.
Excellence: We use our energy, skills and resources to deliver the best, sustainable results.
Stewardship: We are passionate about leaving things better than we found them.PandoLogic. Category: , Keywords: Software Integration Engineer
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