# Senior Software Engineer- Customer Support

**Company**: Marks & Spencer
**Location**: London, GB
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Retail

**Apply**: https://fa-eqid-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/121443?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6bdcd7e7-db5

## Description

We are looking for a backend-focused Senior Software Engineer to design, build, and operate the services and experiences that power our Contact Centre.

You will work as a strong individual contributor within a multidisciplinary team, integrating Contact Centre as a Service (CCaaS) platforms such as Azure, Google, Zendesk, and Twilio, and helping customers find answers through effective FAQ and self-service experiences.

You will collaborate with engineers, Product, Architecture, Data, Security, and Customer Service stakeholders.

**Responsibilities**

- Design, develop, test, deploy, and support reliable software across the full delivery lifecycle.

- Translate product and business needs into clear technical approaches and incremental delivery plans.

- Contribute to the design of APIs, services, integrations, data flows, and event-driven solutions.

- Build and maintain integrations with Zendesk, Twilio, and other CCaaS capabilities, including messaging, telephony, case management, and customer context.

- Develop customer self-service and FAQ capabilities that provide accurate, accessible answers and a smooth hand-off to Contact Centre colleagues when further help is needed.

**Requirements**

- Proven experience delivering and operating robust software in a professional engineering environment.

- Strong knowledge of software engineering principles, design patterns, and maintainable code.

- Experience developing backend systems, APIs, and integrations, or equivalent depth in the relevant engineering discipline.

- Strong backend development experience with Java and its associated frameworks and testing practices.

- Experience integrating third-party SaaS platforms; knowledge of Zendesk, Twilio, or another CCaaS platform is particularly relevant.

- Good understanding of automated testing, continuous integration, and continuous delivery.

**Benefits**

- 20% colleague discount across M&S products and selected third-party brands after probation.

- Competitive holiday entitlement, with the option to buy additional days.

- Discretionary bonus schemes linked to personal and business performance.

- Defined contribution pension scheme and life assurance.

- Tailored induction, training, and development opportunities.

- Discounts and wellbeing support through the M&S Choices portal.

- Family-friendly parental, adoption, and neonatal policies.

- Wellbeing support, including virtual GP access and support for you and your family.

- One paid charity volunteering day each year.

## Skills

### Required
- Java
- Zendesk
- Twilio
- Azure
- Google
- React
- Next.js

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Source: [Apply at fa-eqid-saasfaprod1.fa.ocs.oraclecloud.com](https://fa-eqid-saasfaprod1.fa.ocs.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/121443?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)