DevOps Engineer

Job Description

DevOps Engineer
Copenhagen, DK or Sofia, BG

Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact center solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact center, workforce management, and AI-driven analytics to optimize customer interactions and operational efficiency.

With 25 years’ experience since our foundation in Norway, we’re already #1 in the Nordics, growing rapidly in the UK and expanding into the Netherlands and Finland in 2024, but our ambition is to become the clear European market-leader in the coming years 🚀

Why we’re proud

• 2024 CX Awards Winner, ‘Best Mid-Market Contact Center Platform’
• Puzzel was recognised as the 'most innovative European-founded CCaaS provider' and top 3 globally by Frost & Sullivan in 2023
• Best Practices Company of the Year 2023
• Consistently high Glassdoor rating
• 2023 customer NPS score of 37
• Puzzel places high importance on work-life balance and flexible working hours - as recognised by Flexa, placing 25th out of all companies they partner with in 2023!
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €50m revenue in FY 2023 (up from €45m in 2022)
• Currently ~295 employees
• Used by more than 1100 businesses across 40 countries
• Servicing ~60,000 customer service agents on a daily basis + 800 million customer interactions yearly

What we’re looking for!

We are looking for a skilled DevOps Engineer, who will be part of our core team developing world-class AI solutions for customer service and support including chat/email/voicebots, agent assist, and much more.

You will be joining a team of experienced engineers and data scientists at a company called SupWiz that has recently been acquired and is in process of being integrated into the wider Puzzel portfolio, so it’s an exciting period of change.

We are open to both junior candidates who have recently completed studies in relevant fields, right through to experienced (Senior) DevOps Engineers with several years of experience in the field. What’s just as important to us is the cultural fit and right attitude.

What you'll do 🏡💻

As a DevOps Engineer, you will be working on our infrastructure stack, CI/CD pipeline, monitoring setup, infrastructure as code, and more. You will work together with a seasoned development team to ensure that our solutions are delivered in a timely and reliable manner to our customers and end-users.

• You will build on top of our existing suite of deployment tools and modern tech stack currently including Kubernetes, Docker, Terraform, Azure, Prometheus, ArgoCD, etc.
• You will be responsible for deploying and monitoring AI solutions and products in production to a wide range of clients and improving the customer service experience for millions of end-users.
• You will be able to have a huge impact on your tasks and introduce new technology in collaboration with your colleagues.
• You will work with a high degree of freedom and responsibility. In return, we expect that you handle this freedom and responsibility well.
• You will be working smartly to automate as many parts of the DevOps process as possible.

About you 💪

• Relevant education at Bachelor or above. You possibly have a master’s in Computer Science, Software Engineering, or similar.
• You are a team player, but also can take ownership of the overall goal and vision.
• Experience with scripting languages, Python and Go or are able to learn it quickly.
• Some experience with containerized deployments (Kubernetes/ Docker) and cloud infrastructure.
• Some experience with CI/CD tooling: Jenkins, Azure DevOps, or similar.
• Fluency in English (+ Danish or Bulgarian, as appropriate for your location).
• You have solid communication skills and are able to work with people from many different teams and backgrounds.
• You are self-starting, proactive individual with hunger to learn.

The location

This role will be located either in central Copenhagen, or in our Sofia office, with expectation of 2-3 days/week in the office.

What’s In it for You? 💰

• Competitive salary
• Flexible, hybrid approach to working; split your time between the office and home
• You get to be part of a fun, driven and supportive team
• Annual Summer and Christmas parties
• Excellent development opportunities and a great company culture

What to expect from the interview process ❔

• Screening call with Talent Acquisition
• 1st interview with AI Development Director
• Technical exercise
• Final interview with AI Development Director & Lead DevOps Engineer

Puzzel Values 🎯

• Built on Trust – trust is an intrinsic Nordic value, upon which Puzzel has been built. We trust each other and our customers and partners trust us.
• Stronger Together – working together in a genuinely collaborative way, with a shared purpose, we have an empowered organisation that is better equipped to delight customers and partners.
• Stay Hungry – have a continuous hunger to raise our game, innovate and be the best we can be professionally.

Diversity & Inclusion 🌍

We want everyone at Puzzel to be their true, authentic selves at work irrespective of nationality, race, ethnicity, religion, sexual orientation, gender identity, physical ability, age, or economic background.

Whilst we are proud to already have a diverse workforce from across the globe, we are aware that things could always be improved – for example, we currently have a ratio of female 26:74 male employees, which whilst not uncommon for the tech industry (average in SaaS is 26% female), it’s far from ideal. So, what are we doing to improve this?

• Our Global Leadership Team (C-suite) has shifted from 100% male to 50 male: 50 female in the past 18 months.
• We have increased our % of female hires from 23.6% in 2021 to 38.5% in 2023.
• We are partnering with the likes of Flexa, who have significantly higher-than-average talent pools of candidates from diverse backgrounds.
• We are working with State Employment initiatives in Norway and Sweden to bring candidates through internship/apprenticeship routes and are investigating similar initiatives in the UK and Bulgaria.
• By raising awareness and transparency, we are hoping to further attract a diverse workforce.

We are continuously striving to foster an inclusive and diverse environment, where everyone is celebrated for who they are. If there is anything we can do to support you in the interview process, or beyond, please let us know.

One Last Thing ☝🏻

Even if you feel you are only a 75% match for this role, we still want to hear from you. This list is purely indicative. Skills can always be learnt.

Please note that we are not able to provide sponsorship for this role, so you must have eligibility to work in the country you are applying for.

By applying you accept the terms of our Privacy Notice which can be found on our website. Puzzel are not considering candidates that do not have a work permit in the country we are hiring in.