Application Engineer

Department for Work and Pensions

Apply before 11:55 pm on Monday 23rd May 2022



Reference number



£35,310 - £45,018
National Minimum: £35,310 / London Minimum: £39,957


Senior Executive Officer

Contract type


Business area

DWP - Digital

Type of role

Information Technology

Working pattern

Flexible working, Full-time, Job share, Part-time

Number of posts



This role will be based in Blackpool, Birmingham, Leeds, London, Manchester, Newcastle or Sheffield. Please find further information on the Corporate hub locations here.


Would you love the opportunity to work on DWP’s Contact Centre which is one of the largest in Europe?

Do you have knowledge and experience of contact centre, telephony domain, Genesys and Verint software?

If so, click that apply button now and join us as Application Engineer.

DWP is the UK's largest government department. We help people into work and make payments worth over £195bn a year to support some of the most vulnerable people in our society.

We are looking for an Application Engineer in Contact Centre and associated channels to join our community of tech experts in DWP Digital. We're driving a once-in-a-generation transformation of government services, using fresh ideas and leading-edge technologies to create innovative, scalable, and user-centric digital solutions.

DWP’s Contact Centre is one of the largest in Europe and provides the primary communication paths between the UK’s biggest public service department and the 20 million claimants and customers who use the DWP’s welfare, pensions and child maintenance services. The Contact Centre is a critical strategic asset delivering to the heart of the Governments objectives.

As an Application Engineer, you will contribute to and support the design, development and maintenance of Application products. You will work within the overall Application Development Lifecycle Process as part of a delivery team focused on one or more products.

The scale of what we do is extraordinary, and our purpose is unique. We'd love you to join us.

Job description

As an Application Engineer you will:

• Deliver and maintain quality software which is supportable and clean to operate.

• Provide technical support on a number of critical contact centre specific applications, including troubleshooting issues and identifying and resolving technical issues related to the applications.

• Own, and maintain technical documents and processes and assist in delivering application training to your technical colleagues.

• Work collaboratively to prepare or maintain plans and upgrade schedules for the systems and applications.

• Development of reports for teams across the business and help to facilitate the communication of technical findings, models, and insights to different technical and non-technical audiences.

• Out of hours support as and when required.

• Provide leadership and training for application engineering team members.

• Assist and support testing team.


The responsibilities are outlined in the job description above.

If you would like to learn more about the role, please contact

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• An employer pension contribution of up to 27%
• A generous annual leave allowance

Salary Information

National salary for this role is from £35,310 (Band min) to £40,666 (Band max). Where the maximum salary of £40,666 is offered, a Digital Allowance of up to £4,142 per annum is available for exceptional candidates, based on our assessment of your skills and experience.

London salary for this role is from £39,957 (Band min) to £45,018 (Band max).

Our offer to successful candidates will be based on an assessment of your skills and experience as demonstrated at interview.

Existing Civil Servants who secure a new role on lateral transfer should maintain their current salary.

Existing Civil Servants who gain promotion may move to the bottom of the next grade pay scale or 10% increase in salary whichever would be the greater.


Successful candidates must pass a disclosure and barring security check.
People working with government assets must complete basic personnel security standard checks.

Selection process details

Stage 1: Application

Your application will consist of three parts:

1. A Personal Details application form.

2. Your employment history detailing your responsibilities, skills, accomplishments, plus your qualifications and relevant training. Please copy this information into the box field provided.

3. Personal statement up to 500 words.

When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below:

• Experience Domain/Software in 1 or a number of these following products:

• Contact centre solutions such as Genesys, Avaya, Cisco, Verint

• Genesys applications including core contact centre,
o Genesys WFM
o Genesys Routing
o Genesys Realtime or Historical Reporting
o Genesys Agent Desktop

• Verint products
• Omilla products
• Nuance products

• Previous experience of working with a contact centre organisation in a technical capacity, or demonstrable understanding of contact centre organisations operate in the context of this role.

• Previous experience in a leadership role responsible for the development of team members.

The sift panel will use the information in your employment history and personal statement to assess your experience, skills and knowledge against the essential criteria above.

For Hints and Tips on completing your application visit our blog Getting Hired at DWP Digital .

Applications will be sifted at regular intervals from the date the posts are advertised. Please apply as soon as you can, do not wait until the end of the campaign.

Important Information

• You will be asked to complete your employment history any information that you would customarily share on a CV should therefore be entered onto the application form.
• Personal details that could be used to identify you including your name, contact details and address must be removed for your application to be considered.
If your employment history/personal statement contains any personal details your application will be withdrawn.

Stage 2: Interview

If you’re successful at sift stage you will be invited to a video interview via Microsoft Teams. There, you will be assessed against the following experiences:

• Experience Domain/Software in 1 or a number of these following products:

• Contact centre solutions such as Genesys, Avaya, Cisco, Verint

• Genesys applications including core contact centre,
o Genesys WFM
o Genesys Routing
o Genesys Realtime or Historical Reporting
o Genesys Agent Desktop

• Verint products
• Omilla products
• Nuance products

• Previous experience of working with a contact centre organisation in a technical capacity, or demonstrable understanding of contact centre organisations operate in the context of this role.

• Previous experience in a leadership role responsible for the development of team members.

Interviews will take place from early June.

Other information:

A reserve list may be held for a period of 6 months from which further appointments can be made.

Reserve list candidates will be posted in merit order by location.

Sift and interview dates to be confirmed.

Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at here

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing stating the job reference number in the subject heading.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via as soon as possible before the closing date to discuss your needs.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
This vacancy is part of the Great Place to Work for Veterans initiative.
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

  • Name : Louis Groom
  • Email :

Recruitment team :

  • Email :

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: HR.BUSINESSASSURANCE@DWP.GOV.UK. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission here to visit Civil Service Commission

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