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.