Job Description
Our contact centre platform is what keeps merchant support running across all of SumUp's global markets, handling thousands of interactions every day across the globe. As our Senior Platform Engineer, you'll own the technical side of this space entirely, reviewing how it's built today, driving the implementation of new technologies, and leading the move towards AI-powered support. If you want real technical ownership, a broad scope, and work that directly shapes the experience merchants have when they need help most, this is the role. What you'll do: Review our current contact centre setup, identify what's working and what can be improved, and shape a clear 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 our Five9 environment, maintaining integrations with internal systems via APIs and Salesforce Lead the implementation of our AI voice solution, including the rollout of an Agent Copilot tool to support live agents handling voice calls in real time Work closely with operations, product, and engineering teams to align on tooling decisions and deliver solutions that reduce friction for merchants and agents alike Support and mentor junior team members, helping build contact centre and AI capability across the team What we're looking for: Solid experience in contact centre platform development and administration, with hands-on knowledge of Five9, Genesys, or similar platforms, and strong API integration skills Comfortable working with JavaScript and Salesforce in a distributed systems environment Experience building with AI tools — whether LLM APIs, conversational AI platforms, or automation frameworks — and an understanding of how to apply them practically in a support context Ability to review a complex technical environment, identify what needs to change, and communicate that clearly to both technical and non-technical stakeholders T
