Senior Platform Engineer for contact centres in Berlin

Описание: 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.Задачи: 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.Требования: 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.Условия: 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.