CCaaS Data Analytics Engineer at HM Revenue & Customs, All UK Regional Centres, £Contract Rate

CCaaS Data Analytics Engineer

Duration: 18 month contract - approximately May 2026 to Oct 2027

Location: Any HMRC Regional Centre - Hybrid

Role Description and Responsibilities

HMRC is delivering an enterprise‑wide Omni‑Channel Contact Centre as a Service capability. Previous implementations of customer contact services were delivered across disparate platforms, resulting in fragmented data sources and significant complexity in extracting, structuring, and consuming contact centre data across the wider organisation.

This role exists to address that challenge directly.

The CCaaS Data Analytics Engineer will provide specialist expertise focused on how customer contact data is extracted, structured, accessed, and used across the organisation. While the role will engage closely with CCaaS platforms, its primary focus is on influencing the design and build of enterprise data solutions that consume CCaaS data, ensuring that data is accessible, well‑structured, and fit for reporting, analytics, and operational insight at scale.

The role will not hold accountability for, or formal ownership of, design documents or target state definitions. Instead, it is a highly proactive advisory role, requiring someone who will relentlessly drive progress by bringing the right people together, asking the right questions, and pushing clarity and direction across teams. The expectation is that the role will actively pull information, decisions, and activity forward rather than waiting for them to emerge.

Working closely with architecture and delivery teams, the role will analyse existing data generated by incumbent customer contact services, supplier platforms, and enterprise systems. They will help rationalise how this data is structured and accessed today, identify gaps, risks, and constraints, and influence future‑state data approaches that better support organisational needs.

The role will shape and challenge the design of new and evolving data solutions by influencing data models, access patterns, and integration approaches, particularly where customer contact data needs to flow into wider enterprise data platforms. This includes ensuring data supports management information, performance reporting, and analytical use cases, and that customer contact data can be combined effectively with data from other domains such as CRM.

They will work closely with CRM, integration, and data platform teams to ensure customer contact data contributes effectively to wider technical strategies and does not become siloed. The role will proactively identify data‑related risks, dependencies, and unanswered questions, driving resolution through appropriate forums and supporting delivery teams in developing pragmatic mitigations.

The CCaaS Data Analytics Engineer will remain engaged through delivery phases, supporting data‑related problem solving during build, test, and transition. Their focus will be on maintaining momentum, alignment, and design intent, ensuring that implemented data solutions meet reporting and analytics expectations even where responsibility for delivery sits elsewhere.

Further background information on the wider programme context is available in the public domain via Omni-Channel Contact Centre as a Service (CCaaS) - Find a Tender

Essential Criteria

Customer Contact Data Expertise

• Strong experience acting as a Data Engineer/ Analytics Engineer/ modelling BI architect in complex customer contact or contact centre environments.
• Proven experience working with data generated by CCaaS or large‑scale customer engagement platforms, with a clear focus on extracting, structuring, and consuming data outside the operational service.
• Experience rationalising data from multiple contact channels, services, or platforms into coherent enterprise data solutions.

Enterprise Data Architecture and Influence

• Demonstrable experience influencing the design and build of enterprise data solutions, including data models, access structures, and integration approaches, without holding formal ownership of delivery or documentation.
• Strong understanding of how operational data feeds large‑scale reporting, management information, and analytics platforms.
• Experience shaping data approaches that enable customer contact data to integrate into wider enterprise domains such as CRM.

Delivery Drive and Risk Management

• Proven ability to proactively identify data‑related risks, dependencies, and unresolved questions, and to drive them to resolution by engaging the right stakeholders.
• Experience operating in delivery environments where success depends on influence, persistence, and coordination rather than direct authority.
• Experience remaining engaged through delivery stages to support data‑related problem solving and maintain alignment between agreed approaches and implementation.

Advisory and Stakeholder Skills

• Demonstrable experience operating as a trusted specialist adviser, able to challenge constructively and direct activity while respecting delivery ownership and accountability.
• Strong stakeholder management skills, with the ability to convene multi‑disciplinary teams, simplify complex data issues, and drive shared understanding.
• Strong written and verbal communication skills, with experience contributing to clear, concise documentation and briefings for technical and non‑technical audiences.