Change and Technology Specialist

Contract: Full-time Permanent
Location: Nottingham (Support Office)
Closing date: 22/04/26
Recruitment Partner: Daniel White

Do you enjoy turning complex operational processes into simple intuitive ways of working

As a Change and Technology Specialist at Boots youll design and optimise the technology and workflows that help our Contact Centre deliver confident consistent and highquality customer experiences.

In this role you will be at the forefront of driving change and innovation collaborating with a passionate team that values your contributions. If you thrive in a dynamic environment and are eager to embrace change this is the perfect opportunity for you!

What youll be doing
Reporting into Gareth Morgan CSC Transformation Manager this role plays a critical role in the development operation and optimisation of Contact Centre technology and processes with a primary focus on the Sprinklr CCaaS platform and associated telephony services.

Youll translate policies processes and business rules into intuitive compliant agent and customerfacing workflows configure platform capabilities such as routing automation and case management and support testing releases and governance to minimise operational disruption. Working closely with Operations Training Knowledge IT and thirdparty suppliers youll identify opportunities to improve efficiency reduce cost to serve and strengthen colleague and customer experience.

In this role you will:

• Own the design build configuration and lifecycle management of Guided Workflows in Sprinklr ensuring clear consistent and efficient execution for colleagues and customers.
• Translate operational processes policies and business rules into agent and customerfacing workflows that reduce cognitive load customer effort and reliance on manual guidance.
• Support the ongoing development of the Sprinklr CCaaS solution contributing to backlog prioritisation requirements configuration (workflows automation routing case management) and delivery across the Contact Centre and wider business.
• Own and continuously improve endtoend Sprinklrenabled processes identifying automation and simplification opportunities that reduce cost to serve without harming customer experience.
• Use insight from workflow usage defects and feedback to prioritise continuous improvement and ensure workflows are scalable intuitive and embedded in daytoday operations.
• Provide platform telephony and governance ownership including system administration release management environment control documentation security resilience and service improvement cycles.

What youll need to have (our must-haves)

• Experience working with contact centre platforms ideally CCaaS solutions (Sprinklr experience desirable)
• Experience designing configuring or maintaining Guided Workflows automation or agentassist solutions in a live operational environment.
• Strong understanding of contact centre operations and customer journeys
• Experience delivering operational process improvement or automation.
• Ability to translate complex processes into simple guided execution for colleagues.
• Platform configuration testing and troubleshooting skills.
• Strong stakeholder and supplier management capability

It would be great if you also have
Experience acting as a product or platform specialist within an operational environment.
Exposure to release management testing or change governance.
Experience supporting telephony or routing configuration.
Familiarity with resilience security or disaster recovery considerations for operational technology
Confidence using insight and feedback to prioritise improvement activity.

Where your brilliance can take you
At Boots we believe in your potential. You will have access to continuous learning opportunities and career development routes that can lead you to exciting new roles within our organisation.

Rewards designed for you

• Boots Retirement Savings Plan
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.

Theres lots more in our benefits and discounts MyBoosts there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only.

A bit about us
At Boots were proud to be an equal opportunity employer creating a place where everyone feels welcome supported and free to be themselves. We believe that when our people feel valued and included they thrive so were committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

Whats next
If you apply our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process we are happy to provide reasonable adjustments to help you be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon. Be brilliant with Boots.
Keywords
Change and Technology Specialist