Senior IT Support Engineer (Contact Centre)

We believe in better. And we make it happen.

Better content. Better products. And better careers.

Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate.

We turn big ideas into the products, content and services millions of people love.

And we do it all right here at Sky.

What you'll do:

This role will involve the provision of on-going technical and business support for Sky’s Contact Centre Estate. Working closely with the wider Sky technology teams and Service providers Genesys, LivePerson, Sycurio, Verint, Nice, IBM and Nuance.

• Provide IT support for Sky customer contact channels and associated contact centre systems 
• Lead investigations relating to incidents, working with the appropriate technology and business teams to achieve root cause analysis
• Work as part of an on-call team that provides 24/7 support for the Contact Centres
• Monitoring of all systems to ensure maximum availability and performance
• Build and maintain relationships with other technology teams
• Ensure that support documentation is appropriate and maintained on an ongoing basis
• Coaching and mentoring of team members
• Assisting the Team Lead in providing direction to the team
• Filling in for the Team Lead in their absence

What you'll bring:

• An IT background that encompasses a breadth of Contact Centre technologies
  • Voice (Inbound & Outbound), Reporting, Chat and Call Recording/Analytics
  • Messaging/Bots
  • Email
  • Workforce Management
• It would be advantageous to have a knowledge of Genesys Pure Engage products
• Experienced in working in a dynamic team who is involved in multiple work-streams across various technologies including but not limited to Windows and Linux OS
• Adaptable to change, promoting new ideas, and the ability to delegate responsibilities to the wider team
• Highly effective, positive and influential communication style as a role model for the wider teams
• The ability to make reactive decisions and lead conversations during managed incidents
• The ability to translate IT issues into potential business consequences

Team overview:

UK&I Technology

Ground-breaking projects. Innovative tech. Top innovation. Join our UK&I Technology team and you’ll work across technology projects that drive our TV, broadband, mobile and Sky Connect services. You’ll be at the heart of delivering the technology roadmaps that support our UK and Ireland businesses, with a focus on customer innovations for Sky Glass. That’s not all. You’ll also design, develop and deliver digital services for millions of customers across the UK.

The rewards

There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here’s a taster:

• Sky Q, for the TV you love all in one place
• The magic of Sky Glass at an exclusive rate
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• A wide range of Sky VIP rewards and experiences

Inclusion & how you'll work:

Recognised by The Times and Stonewall, we take pride in our approach to diversity and inclusion. Investing in society, fighting racial injustice and setting ambitious targets for representation at Sky.

We’ve embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You’ll find out more about what hybrid working looks like for your role later on in the recruitment process.

Your office space:

Livingston Watermark House: 

Our lively campus is a free shuttle bus away from Livingston North train station and the town centre. Plus there’s onsite parking available for cars, motorbikes and bicycles.  

We'd love to hear from you

Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It’s a place where you can explore what if, how far, and what next.

But better doesn’t stop at what we do, it’s how we do it, too. We embrace each other’s differences. We support our community and contribute to a sustainable future for our business and the planet.

If you believe in better, we’ll back you all the way.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.