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- Tasks: Provide expert remote support for cloud telephony and AI voice systems.
- Company: Join a leading Cloud Communications Provider with a focus on innovation.
- Benefits: Competitive salary, remote work flexibility, and opportunities for professional growth.
- Other info: Collaborative remote team environment with a strong focus on continuous improvement.
- Why this job: Make a real impact by helping customers optimise their AI voice solutions.
- Qualifications: Experience in technical support and knowledge of cloud telephony is essential.
The predicted salary is between 35000 - 45000 £ per year.
Take ownership of cloud telephony and AI voice systems in a hands‑on technical role. You'll deliver expert remote support, configure cloud platforms, and ensure customers get seamless, reliable service—helping them get the most from their AI voice solutions.
What You'll Do
- Remote Support & Troubleshooting
Resolve customer issues across cloud telephony and AI voice platforms. Handle helpdesk calls, emails, and tickets with speed and clarity. Escalate complex cases while maintaining full ownership until resolution. - Cloud & AI System Configuration
Deploy and configure customer systems remotely, including users, call routing, and integrations. Set up and optimise AI voice agents and automated workflows. Test systems thoroughly and document all configurations. - Customer Success & Training
Provide proactive updates and maintain strong customer relationships. Deliver remote training and guidance for users of all technical levels. Create clear reports, documentation, and troubleshooting records. - Collaboration & Continuous Improvement
Work closely with engineering teams to improve systems and processes. Support ongoing enhancements to AI voice solutions.
Essential Skills & Experience
- Experience in technical, telecoms, or IT support roles.
- Knowledge of cloud telephony, VoIP, SIP, and call routing concepts.
- Strong troubleshooting and diagnostic skills.
- Confident in communicating with non‑technical users.
- Skilled at managing multiple support requests efficiently.
Desirable
- Exposure to AI voice agents or conversational AI platforms.
- Experience configuring cloud or SaaS systems.
- Basic networking knowledge (IP, routers, firewalls).
Personal Attributes
- Customer‑focused with a proactive, service‑driven mindset.
- Calm, methodical, and accountable problem solver.
- Works independently yet thrives in a collaborative, remote team.
- Eager to learn and embrace new technologies.
Voice Connect is part of the Focus Group family, joining a network of innovative telecom and connectivity brands. This connection allows us to combine our expertise in cloud and AI voice systems with the scale, resources, and customer reach of one of the UK's leading connectivity groups.
Technical Support Engineer - Cloud & AI Voice Systems in Leicester employer: Focus Group
Contact Detail:
Focus Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer - Cloud & AI Voice Systems in Leicester
✨Tip Number 1
Get your tech skills sharp! Brush up on cloud telephony and AI voice systems. We want to see you confidently troubleshoot and configure systems, so dive into some hands-on practice or online courses before your interview.
✨Tip Number 2
Show off your customer service chops! Prepare examples of how you've resolved issues for customers in the past. We love candidates who can communicate complex tech stuff clearly, especially to non-technical users.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or join relevant tech forums. We’re all about collaboration, so showing us you’re already engaging with our community can give you a leg up.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in being part of our team at Voice Connect.
We think you need these skills to ace Technical Support Engineer - Cloud & AI Voice Systems in Leicester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Technical Support Engineer role. Highlight your experience with cloud telephony and AI voice systems, as well as any relevant troubleshooting skills. We want to see how you can bring your unique expertise to our team!
Show Off Your Problem-Solving Skills: In your application, share specific examples of how you've resolved technical issues in the past. We love a good story about overcoming challenges, especially if it involves cloud or telecoms support. This will help us see your proactive, service-driven mindset in action!
Keep It Clear and Concise: When writing your application, clarity is key! Use straightforward language and avoid jargon unless it's relevant. We appreciate a well-structured application that gets straight to the point—just like we do when supporting our customers.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you're keen on joining our innovative team at StudySmarter!
How to prepare for a job interview at Focus Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of cloud telephony, VoIP, and AI voice systems. Be ready to discuss how you've tackled technical issues in the past and demonstrate your troubleshooting skills with real examples.
✨Show Off Your Customer Service Skills
Since this role is all about customer success, think of times when you've gone above and beyond for a client. Prepare to share stories that highlight your proactive approach and ability to communicate complex tech concepts to non-technical users.
✨Practice Remote Support Scenarios
Get comfortable with common support scenarios you might face in this role. Role-play with a friend or family member to simulate helpdesk calls or ticket resolutions, ensuring you can handle them with speed and clarity.
✨Emphasise Collaboration and Continuous Learning
Be ready to discuss how you work within a team and your eagerness to learn new technologies. Highlight any experiences where you've collaborated with engineering teams or contributed to process improvements, as this will resonate well with the company's values.