Contact Centre Developer

We are looking for a highly motivated and technically skilled Developer – Contact Centre to join our Customer Technology & Platforms team. In this role, you will design, develop, and support high-quality software solutions that transform the way we engage with our customers through our Contact Centre.

You’ll play a critical role in delivering scalable, secure, and efficient applications using modern development practices. Working in a fast-paced agile environment, your work will help enhance the customer experience at Thames Water, supporting both internal stakeholders and external users.

This is an exciting opportunity to work with cutting-edge cloud technologies (especially AWS and Amazon Connect), driving continuous improvement and innovation in a company delivering life’s essential service every day.

What you’ll do as a Developer – Contact Centre

Software Development & Delivery:
• Design and develop high-quality code to improve and extend Thames Water’s Contact Centre platform.
• Continuously refine, test, and iterate software components to meet performance, security, and reliability standards.
• Build and maintain integrations with external systems using RESTful APIs and AWS services.
• Troubleshoot and resolve issues, identifying root causes and implementing long-term fixes.

Agile Collaboration & DevOps Practices:
• Work in a DevOps model, contributing to end-to-end software delivery and support.
• Participate in sprint planning, daily stand-ups, code reviews, and agile ceremonies.
• Apply best practices such as Test-Driven Development (TDD), CI/CD, and Pair Programming to improve code quality.
• Collaborate with product, QA, operations, and platform teams to release features quickly and safely.

Platform Support & Continuous Improvement:
• Support and enhance existing applications within the Contact Centre ecosystem, ensuring minimal disruption to service.
• Introduce efficient development tools and practices to optimise team performance and product quality.
• Maintain technical documentation, including runbooks, wikis, and support guides.
• Contribute to recruitment efforts, knowledge sharing, and team development.

Security, Compliance & Monitoring:
• Ensure compliance with relevant security standards, including PCI, PII, and industry regulations.
• Implement IAM policies, secure APIs, and monitor performance using AWS-native tools (CloudWatch, CloudTrail, etc).
• Promote security best practices across code, infrastructure, and data handling.

Base location – Hybrid – Thames Valley-based offices and remote working
Working pattern – 36 hours, Monday to Friday

What you should bring to the role:

Essential Experience:
• Proven software development experience delivering robust solutions within a Contact Centre environment.
• Track record of building and supporting applications using cloud-based architectures, especially AWS.
• Experience working in agile teams and contributing to modern software delivery pipelines.
• Strong problem-solving and troubleshooting abilities in a technical environment.
• Excellent collaboration and communication skills for working across cross-functional teams.

Essential Technical Skills & Qualifications:
• Hands-on expertise with Contact Centre platforms and tools, such as:
 – Amazon Connect, Lex, Polly, Lambda, DynamoDB, Kinesis, API Gateway, Route53, CloudFront
• Strong development experience in:
 – .NET Core, Node.js, Python, JavaScript, or C#
• Working knowledge of AWS SDKs, APIs, and cloud security practices (IAM, VPCs).
• Proficiency with Azure DevOps for backlog management and CI/CD pipelines.
• Familiarity with agile and DevOps practices, including TDD, continuous delivery, and infrastructure as code (IaC).

Desirable Experience:
• AWS certifications or experience with additional services like Athena, Elasticache, EventBridge, Quicksight, Cognito, X-Ray, and Secrets Manager.
• Experience integrating Contact Centre applications with CRM platforms (e.g. Salesforce, SAP C4C/IS-U, Mulesoft).
• Exposure to compliance requirements (e.g. PCI, PII, HIPAA) in software delivery.
• Background working in the utility or regulated service industries.

Desirable Technical Skills & Qualifications:
• Experience with monitoring and observability tools such as CloudWatch, Grafana, and CloudTrail.
• Familiarity with automation and scripting tools (e.g. Python, PowerShell, Terraform, CloudFormation).
• Experience creating training material, support documentation, and contributing to technical knowledge bases.

What’s in it for you?

• Competitive salary of up to £75,000 per annum, depending on experience.
• Annual Leave - 26 days holiday per year increasing to 30 with the length of service (plus bank holidays).
• Generous Pension Scheme through AON.
• Access to lots of benefits to help you take care of you and your family’s health and wellbeing, and your finances – from annual health MOTs and access to physiotherapy and counselling to Cycle to Work schemes, shopping vouchers and life assurance.

Find out more about our benefits and perks

Who are we?
We’re the UK’s largest water and wastewater company, with more than 16 million customers relying on us every day to supply water for their taps and toilets. We want to build a better future for all, helping our customers, communities, people, and the planet to thrive. It’s a big job and we’ve got a long way to go, so we need help from passionate and skilled people, committed to making a difference and getting us to where we want to be in the years and decades to come.

Learn more about our purpose and values

Working at Thames Water
Thames Water is a unique, rewarding, and diverse place to work, where every day you can make a difference, yet no day is the same. As part of our family, you’ll enjoy fast-tracked career opportunities, flexible working arrangements and excellent benefits.

Whether you’re interested in a role in one of our call centres or science labs, we’re looking for people like you with real passion and a burning desire to make things better.

So, if you’re looking for a sustainable and successful career where you can make a daily difference to millions of people’s lives while helping to protect the world of water for future generations, we’ll be here to support you every step of the way. Together, we can build a better future for our customers, our region and our planet.

Real purpose, real support, real opportunities. Come and join the Thames Water family. Why choose us? Learn more.

Our overarching aim is to ensure that Thames Water is great, diverse, and inclusive place to work. We welcome applications from everyone and offer extra support for those who need it throughout the recruitment process. Our aim is to remove any real or perceived barriers to success, so if you need assistance, we’re here to help and support.

When a crisis happens, we all rally around to support our customers. As part of Team Thames, you’ll have the opportunity to sign up to support our customers on the frontline as an ambassador. Full training will be given for what is undoubtedly an incredibly rewarding experience. It’s also a great opportunity to learn more about our business and meet colleagues.

Disclaimer: due to the high volume of applications we receive, we may close the advert earlier than the advertised date, so we encourage you to apply as soon as possible to avoid disappointment.