Customer & Retailer Care Engineer

Join a business at the forefront of technology and transformation, where your work will help shape the future of customer and retailer experiences. This is a chance to be part of a large-scale journey that directly impacts millions while supporting good causes across the UK.

What You’ll Be Doing:

• Provide second-line technical support across customer and retailer care platforms, ensuring reliability and quick resolution of issues.
• Work with internal teams and external partners to enhance applications including AWS Connect, ServiceNow and OpenText.
• Contribute to the development and testing of new features, supporting smooth deployment into production.
• Monitor KPIs, analyse trends, and take proactive steps to improve system performance.
• Ensure compliance with data protection, privacy regulations, and security standards.
• Collaborate with product owners to influence roadmaps and future developments.
• Support service delivery by managing incidents and problems to minimise business impact.

Main Skills Needed:

• Experience in AWS and Azure environments.
• Strong knowledge of telephony and call centre technologies, ideally Amazon Connect.
• Hands-on experience with ServiceNow CSM and OpenText.
• DBA-level SQL skills across SQLServer, Postgres and MySQL.
• Familiarity with GDPR and data protection in relation to personal data.
• ITIL v3 background in incident and problem management.
• Technical grounding in software development and web technologies.
• Excellent problem-solving, communication and stakeholder management skills.

What’s in It for You:

• Work on a high-profile transformation project with a meaningful social impact.
• Be part of a business that values inclusivity, collaboration and innovation.
• Opportunities for ongoing learning, growth, and exposure to cutting-edge technologies.
• A supportive culture that recognises integrity, initiative and teamwork.

Think it could be a fit? We’d love to hear from you.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

By applying you are confirming you are happy to be added to the Addition Solutions mailing list regarding future suitable positions. You can opt out of this at any time simply by contacting one of our consultants.