Senior Platform Engineer - Contact Centre

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. If you want real technical ownership, a broad scope, and work that directly shapes the experience merchants have when they need help most, this is the role. 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, inclu