Senior Software Engineer - Backend (all genders)

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, 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 WE'RE LOOKING FOR: * 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 WHY YOU SHOULD JOIN SUMUP: * 🌎 Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our Berlin office. This involves an office-first setup * 🌈 Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced * 🚀 Enrolment onto our Virtual Stock Option programme: you will own a stake in SumUp's future success * 📚 A dedicated annual L&D budget of €2000 for your individual development, which can be used to attend conferences and/or advance your career through further education * 💶 A corporate pension scheme where we match up to 20% of your contributions * 🏖️ Generous time off: enjoy 28 days of paid leave plus public holidays and special leave days * 🏋️ Numerous other benefits such as Urban Sports Club subsidy, Kita placement assistance, subsidised office lunches * 🌴 Break4me: 1-month sabbatical after 3 years of service * 🔗 Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team About SumUp Be empowered to do more that matters. At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships. Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify. SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok Job Application Tip We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumU Job Application Tip We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.

DEIN ZUKÜNFTIGER JOB Du willst mehr als Infrastruktur verwalten – du willst sie gestalten? Du denkst in Systemen, arbeitest strukturiert und bringst Netzwerk-Know-how mit, das echten Unterschied macht? Dann bist du bei uns richtig. WOFÜR WIR DICH BRAUCHEN * Betrieb, Weiterentwicklung und Modernisierung unserer IT-Infrastruktur (Linux & Windows) * Administration und Weiterentwicklung unserer Netzwerkinfrastruktur (Firewalls, Routing, Switching, VPN) * Administration von Virtualisierungs- und Storage-Systemen (Proxmox, VMware/ESXi, Huawei/HPE u.a.) * Betreuung vielfältiger Fachbereichs-Anwendungen und Speziallösungen * Planung und Durchführung von Wartungsarbeiten, Patch-Management und Monitoring * Analyse, Automatisierung und Dokumentation von Prozessen und IT-Services * Zusammenarbeit mit anderen IT-Teams (DevOps, Helpdesk, Netzwerk) – inkl. gelegentlicher Unterstützung bei eskalierten Support-Anfragen * Mitwirkung an IT-Projekten (z.B. VM-Modernisierung, PKI, KRITIS-Compliance) WAS DU MITBRINGST * Mehrjährige Erfahrung als System Engineer oder Senior Systemadministrator * Fundierte Kenntnisse in Linux-Serveradministration (Debian, CentOS etc.) * Solide Windows-Server-Kenntnisse (AD, DNS, DHCP, Gruppenrichtlinien) * Nachweisbare Erfahrung im Netzwerkbetrieb: Firewalls, Routing, Switching, VPN-Gateways – du kannst ein Netz lesen, debuggen und sinnvoll strukturieren * Erfahrung mit Proxmox und/oder VMware/ESXi sowie Storage- und Backup-Systemen * Selbstständige, strukturierte Arbeitsweise – auch ohne vollständige Dokumentation * Freude an Automatisierung (Ansible, Shell/Python o.ä.) und Wissenstransfer im Team * Bereitschaft, Verantwortung zu übernehmen und Themen zu treiben, nicht nur zu bearbeiten Wünschenswert, aber kein Muss * Cloud-Erfahrung (AWS) und Kenntnisse in IaC / Infrastructure as Code * Microsoft 365, Entra ID / Azure AD * Security-Erfahrung: Hardening, MFA, Rollenkonzepte, SOC-Anbindung * Kenntnisse in Docker, Kubernetes oder Container-Orchestrierung * PKI / Certificate Management * MDM/MAM-Lösungen (Mac- und Windows-Clients) * Erfahrung im regulierten Umfeld (KRITIS, TKG, ISO 27001) DEINE VORTEILE BEI UNS * Unbefristeter Arbeitsvertrag mit 30 Tagen Urlaub  * Hochwertige technische Ausstattung  * Vermögenswirksame Leistungen, betriebliche Altersvorsorge * Arbeit in einer zukunftsweisenden Branche * Flache Hierarchien, kurze Informationswege und angenehmes Arbeitsklima * Familiäres und offenes Miteinander in einer Duz-Kultur * Eine IT-Infrastruktur im Wandel – du bist dabei, wenn Dinge neu gebaut werden * Senior Engineers als Sparringspartner, kein Alleingang * Hybrides Arbeiten mit vernünftigen Regelungen * … JETZT BEWERBEN UND GEMEINSAM MIT UNS DIE DIGITALE ZUKUNFT MIT LICHTGESCHWINDIGKEIT GESTALTEN! Möchtest Du Teil unseres erfolgreichen Teams werden und mit uns gemeinsam weiterwachsen?    Dann freuen wir uns darauf, Dich persönlich kennenzulernen. Bitte schicke uns Deine vollständigen Bewerbungsunterlagen mit der Angabe Deiner Gehaltsvorstellung und Deines frühestmöglichen Eintrittstermins.   Kontaktperson: Wolf Bußmeier