We're looking for a Software Engineer (AWS Connect) who is passionate about Tech for Good and wants to make a difference for the people we help on a daily basis.

The Software Engineer role is responsible for building, testing, and maintaining software that delivers value to our users. The role works collaboratively as part of a multidisciplinary team to solve problems and contribute to a shared mission.

We are continuing to invest in our modern, cloud-first contact centre built on Amazon Connect, with a clear ambition to deliver a truly integrated, customer-focused experience across our network and clients. This role offers the opportunity to shape how clients access advice—bringing together voice, chat, and digital journeys into a seamless, intelligent service that routes people to the right support first time. You’ll work as part of a multidisciplinary team to design and evolve contact flows, integrate with core platforms such as case management and knowledge systems, and use real-time data to continuously improve outcomes. Crucially, you will help simplify the tools our advisers use daily to ensure they can devote their full attention and expertise to providing valuable human support to our clients. We’re looking for engineers who are passionate about using cloud technologies to remove friction, improve accessibility, and build a contact centre that genuinely meets the needs of vulnerable users—balancing scalability, security, and user experience at every step.

Please provide details in your cover letter to evidence the following essential criteria. Please make sure your cover letter provides evidence for the essential criteria succinctly.

Proven experience in a software engineering role.
Understanding of software development principles, version control (e.g., Git), and agile methodologies.
Proven experience in at least one modern programming language (e.g. Python, Ruby on Rails) and willingness to learn Ruby on Rails

Main responsibilities

Software Development (65%)

Write clean, efficient, and well-documented code for new and existing services.
Participate in all stages of the software development lifecycle, from design to deployment.
Ensure code quality through unit testing, integration testing, and peer code reviews

Technical Contribution (10%)

Contribute to technical discussions and help solve problems in an agile, outcomes-based environment.
Work collaboratively to diagnose and fix bugs and performance issues.
Learn and apply new technologies and tools as needed to meet team objectives.
Design and build software with security as a core consideration, following coding best practices and organisational standards

Collaboration and Communication (10%)

Work closely with your squad to understand user needs and product requirements.
Communicate technical concepts clearly with both technical and non-technical team members.
Actively participate in team meetings and ceremonies, contributing to a positive and productive team dynamic.
Help and support your colleagues in their work.
Participate in creating safe and open spaces that encourage learning

Personal Growth (10%)

Take ownership of your personal development and seek out opportunities to learn new skills.
Receive and act on feedback to improve your technical and professional abilities.
Contribute to the broader engineering community by sharing your knowledge and experiences.

Other (5%)

Accountable for integrating accessibility best practices and legal standards (e.g., WCAG) into daily work, ensuring that all assigned digital technologies, products, or processes are developed, delivered, or updated to support the organisation's overall digital accessibility goals.
Ensure that work undertaken reflects and supports our approach to equity, diversity and inclusion.
Keep up to date on valuable technologies and processes in software development to ensure that the Citizens Advice Service is ready to take advantage of opportunities.
Deputise for senior staff, as required from time to time.
Undertake any other duties as may be reasonably required within the scope of the role.

Person specification

Essential Criteria

Criteria 1-3 to be assessed at application stage in the cover letter.

1. Proven experience in a software engineering role.

2. Understanding of software development principles, version control (e.g., Git), and agile methodologies.

3. Proven experience in at least one modern programming language (e.g. Python, Ruby on Rails) and willingness to learn Ruby on Rails

4. A collaborative mindset and a willingness to learn from and teach others.

5. Strong problem-solving skills and an ability to work in a team-oriented environment.

6. Proven ability to write manual or automated tests and an understanding of good testing practices.

7. Knowledge of common security vulnerabilities (e.g., OWASP Top 10) and proven experience applying secure coding practices.

8. A commitment to equity and the positive value of diversity, and a good, up-to-date understanding of equity, diversity and inclusion and its application to the work of the team.

Company Benefits

Annual/Total leave - Annual leave is 26 days pro rata per annum from 1st January to 31st December, plus 4 fixed days (normally over Christmas and New Year). Additionally, there is Long Service Leave of 1-5 days after 3-7 years service.
Pension scheme - Citizens Advice provides a Group Stakeholder scheme. Further details of this scheme will be provided to the successful applicant at offer and contract stage.
Learning and development - Citizens Advice has a co-ordinated staff training and development strategy. This will mean that training for your current job, and future career developments relevant to Citizens Advice will be provided and you will be encouraged to take an active role.
Interest free loans - Interest-free loans are available to purchase season tickets for travel, and for career development purposes. If you are a designated essential car user, interest-free car loans are also available.
Salary sacrifice schemes - Citizens Advice offers salary sacrifice pension and operates a Cycle to Work scheme which provide a tax-efficient method for employees to contribute to their personal pension or purchase a bicycle for commuting to work.
Flexibility - Our roles are open to discussion about flexible working, which may include arrangements such as part-time working, formalised flexitime, fixed (non-standard) working hours, working from home and job-sharing.
Hours of work - Normal full time working hours are 9 - 5.15, Monday to Friday, although these hours may vary from week to week to meet the needs of the job. Staff may be able to agree a different working pattern with their manager.