AI Engineer - Applied AI & Agentic Systems

AI Engineer – Applied AI & Agentic Systems
Copenhagen or Aarhus (hybrid)
650,000 - 750,000 DKK/year

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 🏡💻

You'll work across the AI lifecycle, from exploring new models and techniques through prototyping and evaluation to building and running production AI services, working closely with our agentic engineering approach.

• Build and integrate AI and machine learning services into production systems

• Develop agentic workflows that combine models, tools, data and business logic

• Evaluate LLMs, SLMs and specialised machine learning models for specific use cases

• Design retrieval, context and knowledge systems for AI applications

• Review and validate code generated through AI-assisted and agentic engineering workflows

• Work with software engineers, product teams and AI specialists to take ideas from concept to production

• Monitor and improve AI systems once they are live in production

The must haves 💪

• Strong Python skills (or equivalent experience in a language like C) and modern software engineering practices, including building APIs and services

• A track record of shipping AI or software products into production, not just research or prototyping

• Hands-on experience with LLMs or generative AI systems

• Experience with AI agents, tool calling or orchestration frameworks, or with AI coding assistants/coding agents

• Strong engineering judgement, comfortable reviewing, testing and challenging both human-written and AI-generated code: most of our code is written via AI coding agents such as Claude, so this sits at the centre of the role rather than at the edges

• Experience running AI or ML systems in production, including cloud environments and CI/CD

The nice to haves ➕➕➕

• Experience with RAG, embeddings, vector search or knowledge systems

• Background in machine learning or applied data science

• Model evaluation and benchmarking experience

• Practical AI use cases in areas like finance, analytics or speech recognition (ASR)

• Experience in customer experience or contact centre technology

• Comfortable explaining technical ideas to both engineers and non-engineers

The location

This role will be based in our Aarhus or Copenhagen office, with an expectation of 2-3 days/week onsite. English is our working language, so Danish isn’t required.

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

• 1st interview with AI Engineering Manager (Video)

• Final interview with the AI Engineering Manager & some members of the team! (in office)

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.