AI/Automation Software Engineering Specialist

Location

This role is based in our Belfast, Riverside office. We have a hybrid working model of 3 days together, 2 days wherever.

Why this job matters

The One Consumer unit within Digital is the strategic engine room for Consumer. The unit is accountable for the design, development and in-life management of the new strategic IT stack that underpin mission critical business processes such as order fulfilment and fault management across the full Consumer product set including big hitters Broadband, Mobile and TV.

Legacy CCP performance measured across IT scorecard operational KPI’s: Zero Touch, Data Integrity, Order Rejects and Stuck Orders shows IT are failing tens of thousands of customers each and every week. The failures drive calls into contact centres, impacts revenue and is a negative force suppressing BT Brand perception and NPS. The manual effort to recover failures drives further inefficiency and significant overhead cost £250k+ per week into both Technology and Consumer Operations. 

The AI/Automation Software Engineering Specialist role is a hands on deep technical role that is mission critical in underpinning Consumer ambition on New EE service improvement and simplification.  To be clear this is a deep technical role at a code and deep data level, requiring expert technical capability and expert level consumer domain knowledge. The material benefit of this role in terms of avoiding manual effort and assuring service for customers is directly share price and brand effecting and runs into £100k’s each week.

What you’ll be doing

• Expert level technical specialist operating at the highest level of responsibility, accountability and risk for implementing and executing large scale direct to live recovery and mitigation activities on mission critical systems estate.
• Manage and mitigate the significant exposure to risk of running large scale direct to live updates and interventions.
• Driving low level technical investigations and root cause analysis, down to deepest functional code and data level.
• Design and implement AI techniques to improve Consumer systems estate intelligence, exception handling and automated remediation of failure.
• Set technical direction – driving engineering improvements back into design, engineering and test teams to eradicate failure and jeopardy.
• Drive improvements into the Consumer Operation, both process and user interface to minimise advisor opportunity for error
• Represent Digital and One Consumer to senior stakeholders up to MD level.
• Ability to manage complex and ambiguous demands and incidents across multiple technical and CFU stakeholders all with conflicting priorities.

Skills and Experience

Required Skills

• Expert level GCP Bigquery specifically including expert level PL/SQL on massive scale data sets
• Advanced technical capability in QLIK to display, monitor, trend and alert on massive scale data set subject to highest rate of change and all real time. 
• Advanced technical capability in Salesforce
• Camunda – evidence of advanced automation on a massive scale.
• Proven ability to make detailed technical based decisions under significant commercial pressure (brand and share price impacting), whilst carrying the highest levels of personal technical accountability and exposure to risk.
• Proven stakeholder management across a range of internal and external suppliers, partners and sponsors. From deep technical experts at code level up to MD at commercial level.
• Ability to engage key technical and commercial stakeholders to execute direct to live technical interventions, based on complex and often ambiguous requirements, reaching an agreed and underpinned plan for delivery in a fast paced and dynamic technical and commercial environment.
• An analytical, flexible and adaptive mind-set. You’ll be naturally inquisitive and passionate about technology, problem analysis, solution delivery, and willing to debate opinions and assessments.

Desired Skills

• Experience of Terraform pipeline
• Skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to technical and business stakeholders to MD level.

Benefits

• Annual On target bonus 10% (personal and company multipliers)
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• Life Assurance
• Direct share scheme
• Exclusive colleague discounts on our latest and greatest BT broadband packages50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans
• My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers
• Discounted EE TV including TNT Sport and the NOW Entertainment membership
• Great support for working parents including pay whilst on maternity, adoptive, and paternity leave
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 25 days annual leave (not including bank holidays), increasing with service with buy holiday option
• Volunteering days so you can give back to your local community
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV’

Our leadership standards

Looking in:
- Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
- Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
- Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
- Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
- Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
- Building for the future
I build diverse future-ready teams where all individuals can be at their best.