Staff Software Engineer- Customer Support
Staff Software Engineer designs and builds backend services for M&S’s Contact Centre, integrating CCaaS platforms like Zendesk and Twilio with Java and React/Next.js to improve customer and colleague experiences.
- Compensation
- Not disclosed
- Location
- United Kingdom
- Work setup
- Hybrid
- Seniority
- Staff
- Employment
- Not specified
- Experience
- Not specified
- Category
- Support
- Posted
Skills
Must have
- Significant experience designing, developing and operating production software at scale.
- Strong understanding of software engineering principles, distributed systems and modern delivery practices.
- Deep backend engineering experience with Java and its associated frameworks, architecture patterns and testing practices.
- Experience designing integrations with third-party SaaS platforms; knowledge of Azure, Google, Zendesk, Twilio or another CCaaS platform is particularly relevant.
- Experience leading technical direction across more than one team or product area, with the influence to bring people with you.
Full description
Staff Software Engineer- Customer SupportAbout 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 Staff Software Engineer to provide technical leadership across our Contact Centre. This is a hands-on, high-leverage engineering role: you will solve the most complex technical problems, shape direction across teams and evolve the services, integrations and customer experiences built around Contact Centre as a Service (CCaaS) platforms such as Azure, Google, Zendesk and Twilio.
You will work closely with engineering, Product, Architecture, Data, Security and Customer Service colleagues to turn customer and colleague needs into reliable, scalable and measurable technology. This includes customer FAQ and self-service experiences, colleague tooling and responsible AI automation. The role is primarily focused on backend engineering in Java, while providing technical direction for frontend experiences 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
- Set and communicate technical direction for Contact Centre technology, aligning near-term delivery with a coherent longer-term architecture.
- Design, build and operate secure, resilient, observable services and platforms that can evolve as the business changes.
- Stay hands-on with production-quality code, technical discovery, design decisions, reviews and complex problem solving.
- Lead the design of distributed systems, APIs, integrations and event-driven workflows where appropriate.
- Define robust integration patterns for Zendesk, Twilio and other CCaaS capabilities across telephony, messaging, case management and customer data.
Who you are:
- Significant experience designing, developing and operating production software at scale.
- Strong understanding of software engineering principles, distributed systems and modern delivery practices.
- Deep backend engineering experience with Java and its associated frameworks, architecture patterns and testing practices.
- Experience designing integrations with third-party SaaS platforms; knowledge of Azure, Google, Zendesk, Twilio or another CCaaS platform is particularly relevant.
- Experience leading technical direction across more than one team or product area, with the influence to bring people with you.