IT & Software

Staff Software Engineer- Customer Support

Marks & Spencer

Remote · Nationwide · United Kingdom

Overview

In this role you lead the technical direction for Marks & Spencer’s Contact Centre tech, shaping CCaaS platforms and integrations. You stay hands-on coding in Java while guiding cross-functional teams to build scalable, observable services. You design resilient architectures and APIs, enabling secure, reliable customer and colleague experiences. You work with CCaaS tools (Zendesk, Twilio, cloud platforms) to solve complex problems and deliver measurable impact. This is an opportunity to influence the backbone of customer support in a fast-growing, digital-first retailer.

Pay / Benefits
  • 20% colleague discount across M&S products and selected third-party brands after probation
  • competitive holiday entitlement
  • discretionary bonus schemes
  • defined contribution pension scheme and life assurance
  • tailored induction, training and development opportunities
  • wellbeing support and virtual GP access
Responsibilities
  • Set and communicate technical direction for Contact Centre technology and align delivery with long-term architecture
  • Design, build and operate secure, resilient, observable services and platforms
  • Maintain hands-on, production-quality code and participate in design decisions and reviews
  • Lead the design of distributed systems, APIs, integrations and event-driven workflows
  • Define robust integration patterns for Zendesk, Twilio and CCaaS capabilities across telephony, messaging, case management and customer data
Key requirements
  • Significant experience designing, developing and operating production software at scale
  • Strong understanding of software engineering principles and distributed systems
  • Deep backend engineering experience with Java and related frameworks
  • Experience designing integrations with third-party SaaS platforms; familiarity with CCaaS platforms like Azure, Google, Zendesk, Twilio
  • Experience leading technical direction across multiple teams or product areas
  • Leadership and influence across teams
  • Collaborative communication with engineering, product, security and data teams
  • Problem-solving and complex decision-making
  • Java and associated frameworks
  • Distributed systems design and architecture
  • APIs and event-driven architectures

Reference: WJ-747_30154756

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