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 25^th 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 you'll do 🏡💻

We are in search of an experienced Fullstack Developer in Ruby to aid in developing high-quality applications for our company. The ideal candidate has an extensive background in Ruby and its associated frameworks, a proven track record of delivering quality code in a cloud environment and mentorship abilities. This role will involve close collaboration with other developers and project managers to design, build, and maintain state-of-the-art web applications that align with our business objectives.

Key Responsibilities:

• Design, develop, document, maintain and support solid, secure, scalable, observable and efficient web applications and services using Ruby, and Single Page Applications (SPA) in a modern language such as Angular.
• Write clean, maintainable, and efficient code that adheres to our coding standards.
• Aid the design and architectural decisions to improve the performance and security of our applications.
• Collaborate with other developers, product managers, and designers to translate software requirements into practical scalable solutions.
• Provide mentorship and guidance to junior developers, fostering an environment of continuous learning and improvement.
• Assist in the entire software development lifecycle, including concept, design, test, release, and support phases.
• Stay up-to-date with the latest industry trends and technologies to ensure our applications remain current and competitive.
• Conduct code reviews and testing, identifying any issues and debugging them.
• Develop robust server-side logic to support secure SPA interfaces.
• Develop and maintain documentation for software functionality and changes.
• Focus on managing technical debt and improving code quality

The must haves 💪

• Bachelor’s or Master’s degree in Computer Science, Software Engineering, or a related field and or Proven work experience as a Ruby Developer, with a portfolio of web applications that demonstrates your abilities.
  
• Solid understanding of object-oriented programming, software as a service, design patterns, and data structures.
  
• Proficiency in Ruby, Ruby on Rails, HTML, CSS, JavaScript, and jQuery.
  
• Experience with databases (SQL, PostgreSQL), data modelling, and optimizing large datasets.
  
• Experience with SPAs (Angular, Vue, React), use of secure APIs, JWTs, Backend for Frontend.

The nice to haves ➕➕➕

• Familiarity with version control systems (Git), continuous integration, and deployment strategies in a containerised environment (Docker, K8)
• Strong problem-solving skills, with an ability to diagnose and resolve complex software problems.
• Excellent communication skills, with an ability to articulate technical ideas and decisions to non-technical team members.
• Prior experience in a leadership or mentorship role within a development team is a plus.

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? 💰

• 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
• Generous pension contribution
• 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
• 1^st technical interview with Hiring Manager
• 2^nd interview - On-site Visit
• Final Interview with Director of Development

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.