Senior Platform Engineer - Contact Centre

Senior Platform Engineer - Contact Centre

About

SumUp's contact centre platform is crucial for supporting merchant support across all global markets, handling thousands of interactions daily. This role offers complete technical ownership of this space, involving reviewing current setups, driving new technology implementation, and leading the move towards AI-powered support. It's an opportunity for real technical ownership, a broad scope, and work that directly shapes the merchant experience.

Responsibilities

• Review the current contact centre 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 the AI voice solution, including the rollout of an Agent Copilot tool.
• Work closely with operations, product, and engineering teams to align on tooling decisions and deliver solutions that reduce friction for merchants and agents.
• 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 (LLM APIs, conversational AI platforms, automation frameworks) and understanding their practical application in a support context.
• Ability to review a complex technical environment, identify necessary changes, and communicate them clearly to both 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 English communication skills, written and verbal.