Senior Platform Engineer - Contact Centre

About the role

Our contact centre platform is what keeps merchant support running across all of SumUp's global markets, handling thousands of interactions every day across the globe. As our Senior Platform Engineer, you'll own the technical side of this space entirely, reviewing how it's built today, driving the implementation of new technologies, and leading the move towards AI-powered support.

What you'll do

• Review our current contact centre setup, identify what's working and what can be improved, 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 our Five9 environment, maintaining integrations with internal systems via APIs and Salesforce
• Lead the implementation of our AI voice solution, including the rollout of an Agent Copilot tool to support live agents handling voice calls in real time
• Work closely with operations, product, and engineering teams to align on tooling decisions and deliver solutions that reduce friction for merchants and agents alike
• Support and mentor junior team members, helping build contact centre and AI capability across the team

What you'll need

• 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 — whether LLM APIs, conversational AI platforms, or automation frameworks — and an understanding of how to apply them practically in a support context
• Ability to review a complex technical environment, identify what needs to change, and communicate that 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

What they offer

• Virtual Stock Option programme — own a stake in SumUp's future success
• Annual L&D budget of €2,000 for conferences and further education
• Corporate pension scheme with up to 20% matching contributions
• 28 days paid leave plus public holidays and special leave days
• Break4me: 1-month sabbatical after 3 years of service
• Urban Sports Club subsidy, Kita placement assistance, subsidised office lunches, and referral bonus