Change and Technology Specialist

Full-time, Permanent

Nottingham (Support Office)

22/04/26

Daniel White, Daniel.White1@boots.com

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

As a Change and Technology Specialist at Boots, you’ll design and optimise the technology and workflows that help our Contact Centre deliver confident, consistent, and high‑quality 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!

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.

You’ll translate policies, processes, and business rules into intuitive, compliant agent‑ and customer‑facing 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 third‑party suppliers, you’ll identify opportunities to improve efficiency, reduce cost to serve, and strengthen colleague and customer experience.

• 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 customer‑facing 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 end‑to‑end Sprinklr‑enabled 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 day‑to‑day operations.
• Provide platform, telephony, and governance ownership, including system administration, release management, environment control, documentation, security, resilience, and service improvement cycles.

• Experience working with contact centre platforms, ideally CCaaS solutions (Sprinklr experience desirable)
• Experience designing, configuring, or maintaining Guided Workflows, automation, or agent‑assist 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

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.

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.

• 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.

There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.

At Boots, we're 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 we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

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.