Customer & Retail Care Technology Engineer

At the heart of everything we do is our vision to change lives every day and our mission to grow The National Lottery responsibly and champion its impact.

We are Allwyn UK part of the Allwyn Entertainment Group a multi-national lottery operator with a market-leading presence acrossthe USA (Michigan and Illinois) andEurope includingCzech Republic Austria GreeceCyprusand Italy.

While the main contribution of The National Lottery to society is through the funds togood causes at Allwynwe put our purpose and values at the heart of everything we us as we embark on a once-in-a-lifetime largescale transformation journey by creating a National Lottery that delivers more money togood causes.

Welltalk a bit more about us further down the page but for now letstalk about the role and whowerelooking for

A bit about the role

The C&RC Technology Engineer is responsible for the maintenance support and continuous improvement of our Contact Centre technology platforms primarily Amazon Connect supporting AWS services and ServiceNow Customer Service Management (CSM). This role ensures the stability reliability and performance of our Contact Centre environment by providing technical support managing integrations resolving incidents supporting end users and collaborating closely with internal teams and external Managed Services partners. The C&RC Technology Engineer will also contribute to project-led change and agile continuous improvement proactively working with business stakeholders and Product Owners to identify enhancements across the entire Contact Centre technology stack.

This role suits someone who enjoys working with modern cloud technologies solving complex problems and continuously improving customer and agent experiences. Youll play a pivotal role in ensuring our Contact Centre platforms remain reliable user friendly and aligned to business needs while contributing to transformative change across our customer engagement ecosystem.

Whatyoullbe doing

1. Operational Support & Incident Resolution

• Provide 1st/2nd-line support for Amazon Connect ServiceNow CSM and associated AWS services (Lambda Lex Quicksight S3 Cloudwatch).
• Troubleshoot issues across contact flows routing profiles telephony integration failures Lex bots agent tooling and ServiceNow workflows.
• Investigate incidents service requests and problem tickets ensuring timely resolution in line with SLAs.
• Perform root cause analysis and implement long-term solutions to prevent recurrence.

2. Platform Administration

Amazon Connect

• Review and identify improvements to contact flows queues routing profiles hours of operation agent hierarchies permissions and telephony settings.
• Review and identify improvements to Amazon Lex bots used for speech-to-text intent recognition and automated customer journeys.
• Monitor and troubleshoot Lambda integrations with multiple third-party endpoints including reviewing logs and behaviour across upstream/downstream systems.

ServiceNow CSM

• Support configuration of case management SLAs assignment rules UI policies f lows and omni-channel routing (Advanced Work Assignment).
• Assist in maintaining knowledge base structures and access controls.

3. End-User Support & IT Support Collaboration

• Provide expert second-line assistance to end users including contact centre agents operational leaders and supervisors.
• Work closely with the Service Desk and Desktop Support teams to diagnose and resolve client-side issues (browsers networks workstations permissions headsets).
• Improve ITSM processes such as access control change management onboarding/offboarding workflows incident categorisation and knowledge article creation for first-line support.
• Act as a technical escalation point for issues impacting agent productivity or customer experience.

4. Collaboration with Managed Services Provider

• Partner with our Managed Services provider who deliver 3rd-line support and develop new functionality across ServiceNow CSM Amazon Connect and AWS.
• Prepare high-quality escalations with full technical context ensuring smooth and efficient handoff.
• Review and validate delivered fixes enhancements and new features.
• Coordinate testing release planning and production deployments.
• Contribute to improving joint operational processes and communication flows.

5. Wider Technology Ecosystem Awareness

• Build and maintain a strong understanding of how the Contact Centre platforms integrate with the wider Technology landscape including gaming systems third parties data platforms identity and access management networking and end user compute.
• Work with architects system owners and product teams to understand system dependencies and contribute to cross-platform change.
• Apply this understanding to improve support documentation runbooks and operational readiness.

6. Project Delivery & Agile Continuous Improvement

• Support both project-led change (new capabilities platform enhancements integrations) and ongoing agile improvements across the Contact Centre technology stack.
• Work with Product Owners Business Analysts Developers and the Managed Services provider to refine requirements and contribute technical insight.
• Participate in sprints testing cycles and release readiness activities.
• Ensure operational teams are fully prepared for new features with documentation and support materials kept up to date.

7. Business Engagement & Proactive Improvement

• Work proactively with Product Owners and business stakeholders to identify opportunities for improvement based on operational feedback performance data and service trends.
• Support discovery workshops roadmap planning and prioritisation sessions.
• Translate business needs into actionable technical requirements and collaborate on delivery with internal and external partners.

What experiencewerelooking for

Core Technical Skills

• Hands-on experience supporting and configuring Amazon Connect including contact flows routing telephony settings and user administration.
• Working knowledge of AWS Lambda CloudWatch IAM S3 and event-driven architecture.
• Understanding of Amazon Lex for speech recognition NLU and automated IVR f lows.
• Strong troubleshooting skills across cloud platforms integrations APIs and user environments.

End-User & Operational Expertise

• Experience supporting operational teams in a live contact centre environment.
• Strong communication skills with an ability to explain technical topics to non technical users.
• Familiarity with ITIL processes (Incident Problem Change).

Desirable Skills

• Good working knowledge of IP Telephony including SIP codecs signalling SIP trunking carrier interactions and call path diagnostics.
• Scripting skills (Python JavaScript PowerShell) beneficial.
• AWS or ServiceNow certifications preferred (e.g. AWS CCP/SAA ServiceNow CSM Implementation Specialist).
• Experience with contact centre analytics and reporting.
• Certifications in AWS ServiceNow or ITSM disciplines are advantageous.

About us

At Allwyn we are dedicated to changing lives and growing the National Lottery responsibly championing its positive impact on people places and the planet.

• Innovation -We pride ourselves on it!Wereconstantly looking for new ways to excite our customers bringing new products to market toenjoywhich is all supported by our responsible play values and making them accessible to all.

• Giving back Did you know that playing the lottery generates around 30m a week for charities andgood causesin the UK Our aim is to have doubled this number by the end of the first 10-year license.

• Sustainability Our aim is to become a net zero national lottery. We have 2030 targets to decarbonise our operations and transitioned to renewable energy providers made our London and Watford offices zero gas and ensured our fleet consists of low-emission additionwereworking with our value chain partners to develop a net zero target date.

• Empowering every voice We believe in creating a culture where everyone feels they belong can be themselves has access to opportunities and can thrive for the benefit of good diverse teams are working hard to make all parts of The National Lottery inclusive whether people play a game in a store or onlinebecause when everyone can play everyonewins..

An inclusive reward offering with wellbeing at the centre

At Allwyn inclusion is built into how we care for our people. Our benefits and policies support colleaguesand their familiesat every stage of life and career. By prioritising wellbeing and belonging we create a workplace where everyone feels valued rewarded and empowered to people are more than colleagues -theyrewinners driving positive change and making a real difference in communities.

Benefits

• CompanyBonusScheme

• Matched pension contributions up to 8.5%

• 26 days annual leave 2 Life Days (and bank holidays)

• Single Private Health Cover

• Complimentary Private Medical

• Income Protection

• Flexible Benefits EV SchemeMoney Coach Will WritingMortgage AdviceDental and Eye Care Schemes.

• EnhancedFamily Leave (MaternityPaternity Adoption)

• WellnessAllowance500

• Employee AssistanceProgramme

• Discounted Health Assessments

• Volunteering Days

• Matched Funding

We are a Disability Confident Leader which meanswevetaken proactive steps to ensure our workplace is accessible and inclusive for disabled and neurodivergent colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.

If you need anyassistanceor adjustments to this job description or in the application process please contact a member of the talent team atandwellbe happy to help.

Required Experience:

IC