Platform Technical Lead

This role sits within Technology & Platforms which is responsible for defining and maintaining the strategy and roadmap for all core technology platforms. This includes platform vision, prioritisation, and planning; financial management and investment; platform architecture design and assurance; and the definition and implementation of platform architecture standards. The function ensures platforms are robust, scalable, cost-effective, and aligned with the overall business strategy, adapting to evolving needs and driving innovation.    

Technology & Platforms is split into Digital Workplace, BSS & Fixed B2B2C Wholesale, Core Engineering, Platform Engineering and Platform Innovation.    

This role sits with the Core Engineering division. This division is accountable for Providing oversight to core engineering platforms & their services, ensuring continual improvement. 

Oversees and assures the design, build and maintenance of technology used:

·       by agents to interact with VMO2 customers and manage sales and service operations, including voice and chat capabilities

·       for apps, digital identity management (ID) and subscription video on demand (SVOD).

·       to manage customer communications and consent to process customer personal data.

·       the design, build and maintenance of microservices architecture, middleware and application programming interface (API) gateways, to allow software applications to communicate to each other.

·       testing across Tech & Platforms.

The Platform Technical Lead provides hands-on technical leadership to support the lifecycle design of the platform. They own the technical integrity of the platforms, platform capabilities across the lifecycle to ensure platforms are developed and delivered in line with the platform technical standards and approved designs, acting as the key day-to-day interface with partners.

The must haves

In order to be considered, you must have the following experience:

·    Significant technical expertise across Voice, Chat, and Retail platforms, including telephony systems, diallers, WFM, QM, Natural Language solutions, chatbots, POS/E‑POS, ticketing systems, retail networking, and retail reporting.

·    Deep hands‑on experience with Amazon Connect, including AWS development technologies (Lambda, DynamoDB, Streams) and AWS security, identity, and access controls.

·    Proven ability to design and assure technical architectures for Voice, Chat, and Retail platforms, including integration with core enterprise systems (e.g., OSS) and cloud platforms (AWS/GCP/Azure).

·    Demonstrated experience working holistically across omnichannel ecosystems, ensuring interoperability between Voice, Chat, Retail, POS/E‑POS, ticketing, reporting, and related third‑party systems.

·    Strong technical leadership, providing hands‑on direction across the delivery lifecycle, assuring designs, builds, and estimates, and resolving complex technical blockers.

·    Experience governing run services, ensuring platform resilience, health, lifecycle management, and operational excellence across Voice, Chat, and Retail estates.

·    Practical commercial and business knowledge of Fixed, Mobile, PAYM and PAYG operations to inform platform decisions and prioritisation.

·    History of working with a broad cross‑functional technology landscape, including Consumer/B2B Voice & Chat teams, Retail Operations, CIO/BSS, Provisioning, API Gateways, and Data teams.

·    Recognised subject‑matter expertise (SME) acting as the primary technical authority for VMO2 across Voice, Chat, and Retail platforms.

·    Strong stakeholder and vendor engagement skills, ensuring aligned delivery and effective platform support.

The other stuff we are looking for

·    Experience with E‑Care platforms and their relationship within the wider customer interaction ecosystem.

·    Broader hands‑on experience with cloud‑native contact solutions beyond Amazon Connect.

·    Deep familiarity with emerging conversational AI, NLP, and automation technologies that complement Voice/Chat estates.

·    Experience optimising or redesigning retail shop operational workflows and in‑store technical architectures.

·    Exposure to multi‑brand or multi‑tenant environments where Voice, Chat and Retail solutions must serve diverse customer segments.

·    Experience supporting large‑scale migration or transformation programmes across omnichannel contact and retail systems.