Senior Software Engineer- Customer Support

Marks & Spencer Plc; City of Westminster; On-site; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Discounts

Bonus schemes

Pension

Life assurance

Induction & training

Wellbeing support

Volunteer day

Job summary

Marks & Spencer Plc is seeking a Senior Software Engineer focused on customer support to design, build and operate backend services powering our Contact Centre. You will integrate CCaaS platforms such as Zendesk and Twilio, while contributing to APIs, data flows and secure, scalable backend systems.

You will collaborate with Product, Architecture, Data and Customer Service teams, taking ownership from discovery through delivery and live operation, with a mix of Java backend work and occasional

Qualifications

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

Responsibilities

• Design, develop, test, deploy and support reliable software across the full delivery lifecycle.
• Translate product and business needs into technical approaches and incremental delivery plans.
• Design APIs, services, integrations, data flows and event-driven solutions.
• Build and maintain integrations with CCaaS capabilities, including Zendesk, Twilio and other CCaaS capabilities.
• 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.

Skills

Backend development

Java

APIs & integrations

CCaaS platforms

CI/CD

Automated testing

Zendesk

Twilio

Software engineering principles

Team collaboration

Tools

Zendesk

Twilio

Job description

Senior Software Engineer- Customer Support

About M&S

Marks & Spencer is transforming how it operates as a digital-first, engineering-led retailer. Our Digital & Tech teams build the services, platforms and experiences used by millions of customers and thousands of colleagues across stores, websites, apps and support functions.

We are ambitious about the future of retail. We aim to raise standards, do the right thing and create inclusive teams where people can bring their whole selves to work.

About the role

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. You will take ownership from discovery through delivery and live operation, balancing customer value, maintainability, security, performance and speed. The role is primarily backend engineering in Java, with opportunities to contribute to customer and colleague interfaces built with React and Next.js.

Due to high interest, this role may close earlier than advertised. We recommend applying as soon as possible.

What you’ll do

• 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.

Who you are:

• 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.

What’s in it for you

• 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.

Benefits and eligibility are subject to the applicable M&S terms and policies.

Everyone’s welcome

We are ambitious about the future of retail. We’re disrupting, innovating and leading the industry into a more conscientious, inspiring digital era. We’re transforming how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.