Senior Platform Engineer for contact centres

SumUp provides simple and affordable financial tools that help small businesses thrive. More than 4 million businesses in 37 markets rely on SumUp to manage payments, finance, and customer relationships.

• 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 for real-time support of voice agents;
• Collaborate with operations, product, and engineering teams to align tooling decisions and deliver solutions that reduce friction for merchants and agents;
• Support and mentor junior team members, helping build contact centre and AI capability across the team.

• Solid experience in contact centre platform development and administration;
• Hands-on knowledge of Five9, Genesys, or similar platforms;
• Strong API integration skills;
• Comfortable working with JavaScript and Salesforce in a distributed systems environment;
• Experience building with AI tools, including LLM APIs, conversational AI platforms, or automation frameworks;
• Ability to assess complex technical environments, identify necessary changes, and communicate them to technical and non-technical stakeholders;
• Experience working across multiple markets or in a global support environment;
• Strong English communication skills, written and verbal.

• Office-first setup from the Berlin office;
• Opportunity to work globally on large-scale fintech products used by millions of businesses worldwide;
• Virtual Stock Option programme;
• Annual L&D budget of €2000;
• Corporate pension scheme matching up to 20% of contributions;
• 28 Days of paid leave plus public holidays and special leave days;
• Urban Sports Club subsidy, Kita placement assistance, and subsidised office lunches;
• One-month sabbatical after 3 years of service;
• Referral bonus.