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Senior Platform Engineer - Contact Centre

SumUp
Backend Developer • Senior • On-site • Full-time • 📍 Berlin
📄 View original listing (EN)

SumUp is looking for a Senior Platform Engineer to take full technical ownership of its contact centre platform, which supports merchants across all of SumUp's global markets and handles thousands of interactions daily. The role involves reviewing the current setup, driving new technologies, and leading the move towards AI-powered support, including conversational AI agents and an Agent Copilot tool. The position is based in Berlin in an office-first setup.

Stack

JavaScriptSalesforce

Responsibilities

  • ▹Review the current contact centre setup, identify strengths and areas for improvement, 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 the Five9 environment, maintaining integrations with internal systems via APIs and Salesforce
  • ▹Lead the implementation of the AI voice solution, including the rollout of an Agent Copilot tool for live agents handling voice calls in real time
  • ▹Work closely with operations, product, and engineering teams to align on tooling decisions
  • ▹Support and mentor junior team members, building contact centre and AI capability across the team

Requirements

  • ▹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 such as LLM APIs, conversational AI platforms, or automation frameworks, and an understanding of how to apply them in a support context
  • ▹Ability to review a complex technical environment, identify what needs to change, and communicate it clearly to technical and non-technical stakeholders
  • ▹Track record of working across multiple markets or in a global support environment
  • ▹Strong written and verbal English communication skills

Soft skills

Technical ownership and initiativeClear communication with technical and non-technical stakeholdersMentoring and team collaboration

What we offer

  • ▹Virtual Stock Option programme, giving a stake in SumUp's future success
  • ▹Dedicated annual L&D budget of EUR 2000
  • ▹Corporate pension scheme with matching up to 20% of contributions
  • ▹28 days of paid leave plus public holidays and special leave days
  • ▹Additional benefits such as Urban Sports Club subsidy, Kita placement assistance, and subsidised office lunches
  • ▹1-month sabbatical after 3 years of service (Break4me)
  • ▹Referral bonus

About the company

SumUp is a global fintech company on a mission to empower small businesses with simple, affordable tools for payments, finance, and customer relationships. Over 4 million businesses across 37 markets rely on SumUp, and its team numbers more than 3,000 people from over 90 nationalities.

Languages: Angol (folyékony)