Contact Centre Voice Engineer - #1796045

We’re reinventing payments.

In less than four years, Dojo disrupted the market to become the largest and most loved acquirer in the UK. Our payments infrastructure, purpose-built for in-person commerce, is game changing.

Now, over 150,000 customers across four countries choose to transact billions with us every year.

But we’re just getting started.

Our people are the driving force behind our success. They are our greatest investment and our ultimate competitive advantage. We hire exceptional people and give them the autonomy, trust, and ownership to thrive. The results take care of themselves.

The Role

We’re looking for a Contact Centre Voice Engineer to support the day-to-day operation and development of our telephony platform, which handles approximately 1,600 calls per day. You’ll work with cross-functional teams to maintain system stability, support users, and help identify improvements in how we serve our customers through telephony.

This is a great opportunity for someone early in their career to gain hands-on experience in managing a cloud-based contact centre solution.

What You'll Do...

• Monitor and maintain the Amazon Connect platform and other systems, ensuring reliable operation and performance.
• Support contact centre agents and team leaders with day-to-day system issues and access management.
• Assist in the setup and configuration of call flows, queues, and routing rules.
• Collaborate with technical teams and stakeholders to identify and implement process improvements.
• Generate reports and metrics to support performance analysis.
• Support testing and deployment of new features or updates.
• Help ensure compliance with data handling and privacy regulations.
  
  

What You'll Bring...

• Experience in working with Amazon Connect in an administrative role
• Experience or strong interest in other telephony platforms (preferably Nice).
• Understanding of call flow logic and contact routing principles.
• Ability to work effectively with both technical and non-technical colleagues.
• Eagerness to learn and grow within a technical operations team.
• Strong problem-solving skills and a methodical approach to troubleshooting.
• Familiarity with AWS tools (CloudWatch, Lambda, etc.) is a plus but not required.
• Excellent communication and organisational skills.
  
  

What Success Looks Like...

• Smooth day-to-day operation of our telephony platform with minimal disruptions.
• High levels of agent satisfaction with system support and response times.
• Improved call flow efficiency and reporting insights for leadership.
• Demonstrated learning and growing ownership of technical components of the system.
  
  

Dojo home and away

We believe our best work happens when we collaborate in-person. These “together days” foster communication, drive innovation and spark our brightest ideas.

That's why we have an office-first culture. This means working from the office 4+ days per week.

With offices across Europe, we know a thing or two about staying dynamic. Need deep focus? Head to a quiet zone. Big ideas? Collaboration spaces have you covered. Just here for a catch-up? Our social hubs make it easy. Do work that counts, in spaces made for you.

Question: what’s curious, relentless, and customer obsessed?

If you’re keen to know the answer, you’re a third of the way to meeting our Dojo values.

If The Following Speak To You, Let’s Talk

• You’re curious. You have a real desire to learn and create.
• You’re relentless. You keep going even when it’s easier not to.
• You’re customer-obsessed. You know how important customers are to what you do.
  
  

Diversity, equity, and inclusion at Dojo

From local bakeries to well-known eateries, Dojo payments serve over 150,000 places across the UK.

And something that’s fundamental to creating relevant, innovative products at Dojo is to build teams to reflect the diversity of the businesses we serve.

Our drive to improve diversity, equity, and inclusion is closely linked to helping employees thrive and innovating for better customer experiences.

If you care about your work, you’re curious, and you think customer-first, you have a place at Dojo.

To make sure you’re the best you can be throughout the recruitment process, let us know if you need any extra adjustments to help you thrive.

Visit dojo.careers to find out more about our benefits and what it’s like to work at Dojo, or check out our LinkedIn and Instagram pages.