Senior Software Engineer- Customer Support

Overview

As a Senior Software Engineer, you will design, build and run backend services powering our Contact Centre. You’ll integrate CCaaS platforms like Zendesk and Twilio and shape self-service experiences for customers and colleagues. You’ll own delivery from discovery to live operation, balancing value, security and performance within a cross-functional team. This role blends robust backend work in Java with opportunities to touch customer interfaces built with React/Next.js, contributing to a digital-first retail transformation.

Pay / Benefits

• 20% colleague discount
• holiday entitlement with option to buy
• discretionary bonus
• defined contribution pension
• life assurance
• wellbeing support and virtual GP

Responsibilities

• Design, develop, test, deploy and support software across the full delivery lifecycle
• Translate product and business needs into clear technical delivery plans
• Contribute to API, service, integration, data flow and event-driven design
• Build and maintain integrations with Zendesk, Twilio and other CCaaS capabilities
• Develop customer self-service and FAQ capabilities with smooth hand-off to support
• Collaborate with engineers, Product, Architecture, Data, Security and Customer Service stakeholders
• Take ownership from discovery through delivery and live operation

Key requirements

• Proven experience delivering and operating robust software in a professional engineering environment
• Strong knowledge of software engineering principles, design patterns and maintainable code
• Backend systems, APIs and integrations experience
• Strong backend development in Java and related frameworks and testing practices
• Experience integrating third-party SaaS platforms; familiarity with Zendesk, Twilio or CCaaS platforms
• Solid automated testing, CI/CD understanding

• Cross-functional collaboration
• Effective communication with stakeholders
• Problem solving and critical thinking
• Java and its frameworks
• API design and integrations
• CCaaS platforms (Zendesk, Twilio)

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