Senior Backend Engineer - Customer Operations Platform

Senior Software Engineer - Customer Operations Platform Hybrid in London, UK (1-2 days per week) We’re looking for a Senior Software Engineer iwoca’s operational tools and processes are a competitive advantage, allowing us to give great customer service, manage risk, and get money into our customers’ hands as quickly as possible. You’ll join our growing Customer Operations Platform team to help improve the systems that power these processes, building tailored flows for our Operations teams, automating processes using AI, using ML models to make smarter decisions, and improving the reliability of our communication services. You’ll work closely with our Operations teams, getting user feedback and input on requirements from users working in the same building, and seeing the impact of your changes on the people you work with. The company Small businesses move fast. Opportunities often don’t wait, and cash flow pressures can appear overnight. To keep going, and growing, SMEs need finance that’s as flexible and responsive as they are. That's why we built iwoca. Our smart technology, data science and five-star customer service ensures business owners can act with the speed, confidence and control they need, exactly when it's needed. We’ve already cleared the way for 100,000 businesses with more than £4 billion in funding. Our passionate team is driven to help even more SMEs succeed, through access to better finance and other services that make running a business easier. Our ultimate mission is to support one million SMEs in their defining moments, creating lasting impact for the communities and economies they drive. The role As a Senior Engineer you’ll run projects end to end, work out what' s actually needed, design it, build it and look after it in production. Responsibility and Autonomy: Take the lead on complex projects that span many systems and many stakeholders — e.g. CRM, telephony, contact, and task management Build a strong understanding of the business context: how our ops teams actually work, how the processes you're automating are supposed to run, and what the people relying on your systems need from them. Do the detailed technical scoping and prototyping that tells us whether an idea is feasible before it reaches the roadmap. Delivery and Collaboration Take on complex coding and architecture problems with a high level of ambiguity and technical complexity. Write fluent technical documents and developer tickets distilling product requirements into clear and actionable technical work. Build relationships with key stakeholders including Operations Strategy, Credit Analysts, Account Managers, and Collections teams. Learning and Growth: Mentor junior developers, fostering a learning environment that encourages experimentation and innovation. Embody our growth mindset mentality by sharing new technologies and best practices within the team as well as more broadly across the company. The projects Here are some of the most recent problems we are solving: iwocaChat. Operations staff spend a large share of their day assembling context from multiple systems before they can help a customer. iwocaChat uses Claude to answer those questions directly, so staff spend their time on the customer rather than the lookup. Migrating the monolith. We are incrementally moving business logic out of our Django monolith into smaller, independently deployable services. Because it cuts across every domain, you'd be shaping service boundaries and ownership models that stick around long after the monolith is gone. Inbox messaging reworking. We are replacing our third party email inbox application with an inhouse solution, utilising AI to enable operations staff to automate the actions of our most frequent customer service enquiries. The requirements Essential: Experience developing and owning shared back end services that other engineering teams contribute to and depend on - being the trusted reviewe