Senior Software Engineer

About the role

This role is for a backend-focused Senior Software Engineer who will 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. You will help customers find answers through effective FAQ and self-service experiences while balancing delivery with maintainability, security and performance. The position involves close collaboration with Product, Architecture, Data, Security and Customer Service stakeholders from discovery through live operation. The role is primarily backend engineering in Java, with opportunities to contribute to customer and colleague interfaces built with React and Next.js.

What you'll do

• Design, develop, test, deploy and support reliable software across the full delivery lifecycle for Contact Centre solutions.
• Translate product and business needs into clear technical approaches and incremental delivery plans that de-risk implementation and maximize value.
• Contribute to the design of APIs, services, integrations, data flows and event-driven solutions that meet scalability and resilience requirements.
• 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.
• Collaborate with engineers, Product, Architecture, Data, Security and Customer Service stakeholders to align on priorities and technical direction.
• Take ownership from discovery through delivery and live operation, ensuring solutions are robust, performant and maintainable over time.
• Apply strong knowledge of software engineering principles, design patterns and maintainable code to solve complex problems in production.
• Support continuous improvement of automated testing, continuous integration and continuous delivery pipelines for Contact Centre services.
• Contribute to the reliability, security and performance of backend systems that underpin critical customer support experiences.
• Work with data and event-driven architectures to enable timely and accurate information flows across systems and teams.
• Help define and evolve standards, practices and playbooks for operating Contact Centre software at scale.

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.
• Ability to translate business requirements into technical solutions and delivery plans.
• Comfortable working in a multidisciplinary team with Product, Architecture, Data, Security and Customer Service stakeholders.

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.

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 and every one of you 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.