At a Glance
- Tasks: Design and develop backend services for our Contact Centre using Java and integrate with leading platforms.
- Company: Join Marks & Spencer, a digital-first retailer transforming the shopping experience.
- Benefits: Enjoy a 20% discount, competitive holidays, and tailored training opportunities.
- Other info: Be part of an inclusive culture that values diverse perspectives and personal growth.
- Why this job: Make a real impact in a dynamic team while shaping the future of retail technology.
- Qualifications: Experience in backend development, particularly with Java and integrations like Zendesk or Twilio.
The predicted salary is between 63000 - 77000 £ per year.
- All the details
- 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.
- All the details
- 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 (CCaa S) 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.
- 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 CCaa S 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 Saa S platforms; knowledge of Zendesk, Twilio or another CCaa S 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.
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Senior Software Engineer- Customer Support employer: Marks and Spencer
Marks and Spencer is an exceptional employer that fosters a culture of innovation and collaboration, particularly within the Corporate HR technology team. Employees benefit from a supportive environment that prioritises professional growth and development, alongside competitive remuneration and benefits. Working in a dynamic location, you will have the opportunity to lead impactful projects that enhance the colleague experience throughout their journey with the company.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Software Engineer- Customer Support
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at Marks and Spencer or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to Marks and Spencer.
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like Marks and Spencer.
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like Marks and Spencer that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace Senior Software Engineer- Customer Support
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at Marks and Spencer.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at Marks and Spencer and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at Marks and Spencer
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If Marks and Spencer uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
