Jobs / SumUp
Senior Platform Engineer - Contact Centre
SumUp · Berlin, BE, Deutschland
Berlin, BE, DeutschlandRemote
Remuneration
Not specified
Location
Berlin, BE, Deutschland
Visa sponsorship
Not specified
Job summary
As a Senior Platform Engineer, you will own the technical aspects of SumUp's contact center platform, reviewing its current state, implementing new technologies, and leading the integration of AI-powered support. This role offers significant technical ownership and directly impacts the merchant experience.
Benefits
Virtual Stock Option programAnnual L&D budget of €2000Corporate pension scheme with up to 20% matching contributions28 days of paid leavePublic holidaysSpecial leave daysUrban Sports Club subsidyKita placement assistanceSubsidized office lunches1-month sabbatical after 3 years of serviceReferral bonus
Qualifications
- Solid experience in contact center platform development and administration
- Hands-on knowledge of Five9, Genesys, or similar platforms
- Strong API integration skills
- Proficiency with JavaScript and Salesforce in a distributed systems environment
- Experience building with AI tools such as LLM APIs, conversational AI platforms, or automation frameworks
- Ability to apply AI tools practically in a support context
- Ability to review complex technical environments, identify necessary changes, and communicate them clearly to technical and non-technical stakeholders
- Track record of working across multiple markets or in a global support environment, navigating different languages, regulations, and merchant needs
- Strong written and verbal English communication skills
Responsibilities
- Review current contact center setup, identify improvements, and shape a roadmap for the voice channel
- Design and improve automation and AI-powered self-service solutions, including conversational AI agents and intelligent call routing
- Administer and evolve the Five9 environment, maintaining integrations with internal systems via APIs and Salesforce
- Lead the implementation of AI voice solutions, including the rollout of an Agent Copilot tool
- Collaborate with operations, product, and engineering teams to align on tooling decisions and deliver solutions
- Support and mentor junior team members to build contact center and AI capabilities
Skills
JavaScript
Languages
English
Relocation
No