(Senior) Sales Engineer - UK

Sales Engineer (Pre-Sales Consultant)
UK (remote-first, must be UK-based)

Puzzel: The Low-Down 🔍

Puzzel is a leading provider of cloud-based contact centre solutions, empowering businesses to deliver exceptional customer service. Our platform combines omnichannel contact centre, 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 16th overall for work:life balance in 2025!
• We are working with Mercer on salary benchmarking, to ensure pay equality and market competitiveness

Key Data Points

• €57m revenue in FY 2024 (up from €50m in 2023)
• Currently ~300 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 🏡💻

You will provide high level technical support to the Puzzel's sales team (Account Executives) and customers. As well as being responsible for building the right solution (specifying the solution design and verifying that considered integrations are achievable), the Sales Engineer will be the main source of technical knowledge and guidance on the existing and evolving Puzzel solution, offering technical expertise to the company’s prospective customers.

The must haves 💪

• Demonstrate the entire Puzzel platform and correlating partner products with style, proficiency whilst also demonstrating knowledge in customer meetings.
• Create High Level Design / Low Level Design and Solution Design Documents (SDD) that meet all aspects of customer requirement, allowing successful sign-off and implementation.
• Provide key pre-sales technical and solution support and take full ownership of the design of optimal / desired solutions.
• Support the sales team with tech information, insight, advice, demonstration, solution architecting, best practice, innovative ideas etc. during the pre-sales phase to ensure the creation of a winning solution for the opportunity that gains mindshare and credibility.
• Build and maintain strong cross-cultural relations internally, with colleagues in the UK and internationally.
• Be the single point of contact for the sales teams, providing guidance and information on Puzzel products and solutions, including a good awareness of roadmap developments.
• Provide SE market-validated feedback and guidance to the product department.
• Lead technical responses to RFI’s, tenders etc.
• Build strong internal relations across Puzzel departments – with Products, Operations, Delivery and other key departments.
• Champion solutions that deliver customer requirements and offer future-proof platforms.
• Promote best practice implementation of CC solutions Demonstrate pre-sales insight and competitor analysis.

What we're looking for 🔎

• Confident and adept at presenting and engaging with customers and stakeholders.
• 3+ years in a Pre-Sales / Sales Engineering capacity (or those coming from consultative sales roles OR Solutions Architects/Engineer roles) in a SaaS product environment.
• CCaaS or CX industry experience.
• Passion for technical understanding of the product areas.
• Ability to maintain a high level of relevant technical knowledge in order to have meaningful conversations with prospects.

The location

Our UK team is remote first, with an office in London near Liverpool Street.

What’s In it for You? 💰

• Competitive salary, 80% fixed basic + 20% on target commission: £100-120k D.o.E.
• 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
• 1^st interview with Director of Sales Engineering
• (2^nd interview with wider commercial team)
• Final interview with presentation to the panel

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 and 41% in 2024!
• 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.