Senior Platform Engineer - Contact Centre
Core
Own the technical side of SumUp's global contact centre platform, driving the implementation of AI-powered support and voice channel improvements.
Role type
Senior Platform Engineer (Contact Centre & AI)
Builds
AI-powered self-service solutions, conversational AI agents, intelligent call routing, and Agent Copilot tools for live agents.
Domain
Fintech / Customer Support / Contact Centre Operations
Deliverable
production ML models | product features
Required skills
Contact centre platform development and administration, API integration, JavaScript, Salesforce, AI tools (LLM APIs, conversational AI platforms), distributed systems, global support environment navigation
Preferred skills
Experience with Five9 or Genesys, building with AI tools in a support context, mentoring junior team members
Technologies
Five9, Genesys, JavaScript, Salesforce, LLM APIs, conversational AI platforms
Responsibilities
Review current contact centre setup and shape a roadmap for the voice channel, Design and improve automation and AI-powered self-service solutions, Administer and evolve the Five9 environment, Lead the implementation of AI voice solutions and Agent Copilot tools, Work with operations, product, and engineering teams to align on tooling decisions, Support and mentor junior team members
Seniority
Senior, hands-on IC with mentorship
