Job Description

Full Stack Developer - Agent Application
Sofia, Bulgaria | 42-48k EUR per annum

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 we are already seeing some great success in the Netherlands since opening the entity in mid-2024, but our ambition is to become the clear European market-leader in the coming years 🚀

Why we’re proud

• Recognised as an Innovation and Growth Leader in the 2025 EMEA Customer Experience Platforms Frost Radar

• 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

• 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

Read more about us here

What you'll do 🏡💻

This is an exciting new role in our Contact Centre Agent Application development (tech) team, which is the core product upon which Puzzel was founded. It is the interface that customer service agents use to manage all their interactions with end customers to ensure a high level of customer experience and satisfaction.

We’re looking for an individual who takes ownership end-to-end, treats testing as a core part of development, and builds reliable systems with a strong understanding of production environments (including Kubernetes). They are curious about AI-driven solutions but use them pragmatically focusing on real impact rather than hype.

• Build and maintain our agent-facing application (45k+ daily users)

• Evolve our continuous delivery process, aiming for zero-downtime releases

• Work in a cross-functional team (Tech Lead, PM, Designer, Engineers, QA)

• Write clean, maintainable, tested code and review others’ code

• Debug production issues and take ownership of fixes

• Contribute to system design and technical decisions

The must haves 💪

• Strong JavaScript/TypeScript skills

• Experience with modern frameworks (Aurelia, Angular, or React)

• Strong experience with C# (.NET Core)

• Testing mindset (unit + e2e; Jest, Playwright or similar)

• Experience with containers and Kubernetes

• Familiarity with CI/CD (GitHub Actions, Azure DevOps, or similar)

• Understanding of modern product development (Product Operating Model)

• Ability to write readable code, document decisions, and communicate clearly

• Comfortable working in a team, giving and receiving feedback

The nice to haves ➕➕➕

• Experience with Aurelia

• Experience with ELK stack

• Experience with Helm

• Experience with Azure

• Interest in observability and monitoring

The location

This role is based in our Sofia office, with expectation of 2-3 days/week in the office.

What’s In it for You? 💰

• Competitive salary based on Mercer salary benchmarking data

• 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

• Home assessments

• Technical Interview with Hiring Manager, Lead Developer and VP of Engineering

• Psychometric assessments and office 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.