Software Development Engineer - Customer Experience

We are looking for a Software Development Engineer to join our engineering team. In this role, you will split your time between developing our SaaS product, Cato, and designing and building integration solutions for our customers alongside our CX Engineers.

On the product side, you will own the design and delivery of new features and improvements across the full stack of Cato, our operational management portal for Amazon Connect. On the customer side, you will collaborate with CX Engineers to architect and develop complex integrations with customer systems such as CRMs, ITSMs, and other enterprise platforms, bringing software engineering rigour to these solutions.

You will apply AWS Well-Architected principles for security, reliability, cost optimisation, operational excellence, performance efficiency, and sustainability across everything you build. You will raise the engineering bar across the team through code reviews, building reusable code and accelerators for common integration patterns, and helping CX Engineers strengthen their software development practices. You will create technical content, including internal documentation, how-to guides, and external blog posts, and contribute to events that educate technical and business audiences.

Strong communication skills are essential. You will work directly with customers, running effective meetings with both technical and non-technical stakeholders, soliciting requirements, and diagramming solutions in real time. You will document your solutions clearly, covering how they are constructed, tested, operated, and how they fit into the bigger picture.

This role offers a clear progression path to Senior Software Development Engineer, with the opportunity to shape the engineering culture of a growing CX specialist company.

Basic Qualifications

• Bachelor's degree in Computer Science or a related field, or equivalent practical experience
• 3+ years of professional software development experience
• Hands-on experience with AWS Serverless technologies (AWS Lambda, API Gateway, DynamoDB, SQS, Step Functions)
• Strong proficiency in TypeScript and Node.js
• Experience building frontend applications (React)
• Experience with Infrastructure as Code using AWS CDK and CloudFormation
• Experience with CI/CD pipelines using GitHub Actions or similar tools
• Solid understanding of RESTful API design and integration with third-party systems
• Knowledge of relational and NoSQL databases and when to use each
• Strong verbal and written communication skills, with the ability to work effectively with both technical and non-technical audiences
• Right to work in the UK without requiring visa sponsorship now or in the future

Preferred Qualifications

• AWS Associate Level Certification (Developer Associate preferred); if not held on entry, required during the three-month probation period, with Professional Level Certification expected within nine months
• Experience with Python, particularly in the context of AI/ML frameworks
• Experience applying full software development lifecycle best practices, including coding standards, code reviews, source control management, automated testing, and continuous deployment
• Experience designing highly distributed and scalable production systems
• Experience communicating technical concepts to non-technical audiences, including running customer-facing meetings and presenting at technical events
• Knowledge of security and compliance standards
• Prior experience in the contact centre or customer experience domain