Platform Technical Lead - Voice, Chat and Retail

Job Description

A natural next step for Senior Engineers who want to shape platforms, not just features.

You’ll help run and evolve customer experience platforms supporting millions of customer interactions across Voice, Chat and Retail, where engineering decisions have real world impact at scale.

If you’re a Senior Engineer or Technical Lead who enjoys solving hard problems, influencing architecture, and improving how platforms behave in production, this role is for you.

You won’t be stepping away from engineering — you’ll be expanding your impact:

• From owning services → owning platforms

• From solving incidents → preventing them through better design

• From influencing your team → shaping direction across products, platforms and partners

This is a hands on technical leadership role where credibility comes from understanding how the systems really work — in production, at scale.

What you’ll do day to day:

• Act as the go to technical authority for Voice, Chat and Retail platforms

• Shape and review architecture and solution designs, influencing decisions at an early stage

• Provide assurance that partner led design, build, and release activities adhere to agreed design principles, standards, and patterns

• Improve platform quality by tackling technical debt, resilience and scalability issues

• Influence platform roadmaps and priorities using real production insight

• Work directly with vendors and delivery partners to improve how platforms run in reality

You won’t be writing code day-today, but you’ll stay close to the work through design reviews, deep technical problem solving and production ownership — applying your experience where it has the biggest system level impact.

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too. We put our customers first, making life simpler, smoother, and more joyful. With big ambitions and a brilliant team, we’re building a more connected future for everyone.

Our ways of working

We’re a flexible-first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days each month connecting in person.

That doesn’t just mean time in the office, it could be team meetings, offsites, volunteering days, cross-functional projects, or away days - anywhere meaningful collaboration happens. What matters is making those moments purposeful, so when we come together, it really counts.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

You don’t need to tick every box — this role is about mindset and experience.

You’ll likely have:

• Strong experience building and running systems on AWS

• Hands on knowledge of Amazon Connect or similar event driven / contact centre platforms

• Experience owning services or systems in production, including incidents and live operations

• A habit of asking “how does this behave at scale?” and “what breaks at 3am?”

• Confidence explaining technical trade offs to engineers, product and senior stakeholders

You’ll enjoy this role if you:

• Like improving systems, not just shipping features

• Care deeply about reliability, observability and operability

• Want more architectural influence without becoming detached from engineering

• Prefer collaboration and influence over hierarchy

This role is a platform level step up:

• Clear progression – ideal if you’re moving from Senior Engineer / Lead Engineer into platform ownership

• Broaden your architectural thinking across multiple domains

• Build experience in technical governance, assurance and risk

• Develop senior level stakeholder influence while staying technically credible

• Prepare for future roles such as Platform Architect or Platform Owner

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include an initial screening call with the recruiter followed by an interview process with the hiring team.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

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