System Engineer - Chat and AI

Job Description

Puzzel: The Low-Down 🔍

Puzzel is a fast-growing B2B SaaS company, and our ambition is to be a clear European leader by 2023 🚀

We are playing in customer experience (CX) with a focus on omni-channel customer service platform (the category is called ‘CCaaS’ or ‘Contact-center-as-a-Service’) with the flexibility and scalability to support local enterprises and global corporations, manage their customer interactions and support their busy teams.

Headquartered in Oslo, Norway and with further offices in the UK, Sweden, Denmark, Finland, Bulgaria, Netherlands and The Philippines, we are a diverse group of go getters with over 20 years of pure cloud experience.

We work hard and we play hard, making sure we constantly evolve to stay ahead of the curve. We have an annual kick-off party to celebrate our successes and plan for the year ahead and pride ourselves on being inventive, dependable, adaptive and empowered. We value open communication and honesty to confidently deliver the best service and experience to our customers.

Puzzel was recognised as a Challenger in Gartner’s Magic Quadrant for Contact Centre as a Service for the fifth consecutive year in 2019 and were ranked in the top three European CcaaS providers for 2020 by Frost & Sullivan.

Key Data Points

• €40m in revenue FY2020 growing 25% YoY
• Currently ~250 employees
• Used by more than 1000 businesses across 40 countries

What you'll do 🏡💻

Our Customer Care team is an international group of engineers from Norway, Sweden, Denmark, Bulgaria, Finland, and the UK. Together, we are dedicated to making our customers love us, stay with us, and buy more from us. Our primary mission is to support our customers in their efforts to deliver exceptional service to their own customers. Whether it's resolving an incident, answering inquiries, or assisting with configuration changes, we strive to provide seamless, high-quality support.

Our team is organized into dedicated product support teams, allowing each group to specialize and become experts in their area. Some engineers work across multiple products to bring broader expertise. Additionally, we have a dedicated Triage team that manages phone and chat inquiries, but every member of our team contributes to this important function.

With the introduction of several AI-related products in our portfolio, we are now looking to strengthen our expertise in AI, Chat, and ChatBot solutions to enhance the capabilities and efficiency of our support team.

Key Responsibilities:

• Provide expertise on Puzzel’s products and solutions.
• Participate in system training and contribute to the development of AI-related knowledge within the team.
• Assist in the education and mentoring of other engineers, particularly on AI, chat, and chatbot technologies.
• Stay updated with technical knowledge of Puzzel and advancements in AI technologies relevant to customer service.
• Solve tickets in Puzzel’s ticketing system and ensure changes are billed.
• Respond to customer inquiries across multiple channels (phone, email, chat).
• Adhere to the firm’s quality and safety standards.

The must haves 💪

• Bachelor's degree or above in Technical, Computer Science, AI, or a related field, OR qualified through experience in technical support and AI solutions
• Strong proficiency in local language and English (oral and written)
• An interest in computer software and desire to learn about our Customer Service product suite and AI-driven customer service products
• Experience with chat solutions, chatbot implementation, and customer engagement technologies
• Desire to learn and a proactive attitude

The nice to haves ➕➕➕

• Programming knowledge & any scripting languages
• Experience with SQL and XML
• Familiarity with AI/ML tools, NLP models, or frameworks used in chatbot and customer service solutions
• Experience in Ticketing/Case Management, Quality Assurance or Customer Contact solutions

The location:

This role is based in Sofia, Bulgaria, with an expectation of working 2-3 days per week in the office.

What’s In it for You? 💰

Now the bit we’ve all been waiting for:

• Competitive fixed 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
• Gift on your birthday
• 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 Hiring Manager and Director Customer Care
• Technical task and presentation
• Final Interview – On-Site Visit

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.