Solution Architect (Post Sales) - Contact Centre

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Solution Architect (Post Sales)
UK; Netherlands (remote-first) or Stockholm; Copenhagen; Oslo

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 we’re looking for 🔎
We are looking for a highly skilled Solution Architect with proven technical and post-sales expertise in a solution-based B2B tech market, ideally within the contact centre or a related vertical.

This is an additional headcount due to growth with some big deliveries in play at the moment, so it is a busy, but exciting time to be joining Puzzel.

The ideal candidate will be customer-facing, capable of presenting complex technical solutions with confidence, bridging the gap between technology and business benefits, managing customer expectations, and establishing technical credibility.

What you'll do 🏡💻

• Solution Design and Documentation: Create well-structured and detailed technical design documents.
• Consultancy: Provide consultancy on industry best practices.
• Technical Authority: Act as a technical authority on customer projects and change processes.
• Subject Matter Expert (SME): Operate as a Subject Matter Expert.
• Optimization Programs: Run optimization programs to ensure customers get the best value from their investment.
• Workshops: Lead workshops to deeply understand customers’ needs.
• Customer Engagement: Engage proactively with customers to ensure high-quality and timely delivery.
• Brand Representation: Represent the company and brand positively in the marketplace.
• Project Time Recording: Accurately record project time spent.
• Team Support: Assist and coach junior team members.
• Knowledge Sharing: Conduct knowledge-sharing sessions within the team.

The must haves 💪

• Experience: Professional experience in Contact Centre, Customer Experience, Telecom, Cloud Technologies, or programming/integrations.
• Technical Knowledge: Experience with Enterprise Voice, Contact Centre, or Unified Communications. Knowledge of basic telephony (SIP/VoIP) routing and technologies such as IVR, CTI, Speech Recognition, and CRM.
• Competencies: Clear communication around technical terminology strong presentation skills. You should be systematic and process-driven.

The nice to haves ➕➕➕

• Degree in technically related field

The location
This role can be located in the UK or Netherlands (can be remote, but you must be based in the country for tax & contractual purposes); Stockholm, Copenhagen and Oslo all typically do 2-3 days/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
• 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 Director of Customer Enablement and Solution Architect Manager
• Case study/presentation to Manager and Director
• Final interview with Chief Customer Officer and PM Manager

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.

Department
Customer Success Group

Locations
Stockholm, Sweden, Copenhagen, Arendal, Norway, Oslo, Norway, Amsterdam, Aarhus, London, UK

Remote status
Hybrid

Contact Ollie Cook Senior Talent Manager – HR & People