At a Glance
- Tasks: Provide 1st and 2nd line technical support for cutting-edge contact centre technologies.
- Company: Join Make.Contact, a leading provider in omnichannel customer experience technology.
- Benefits: Enjoy a competitive salary, hybrid working, and comprehensive training opportunities.
- Other info: Be part of a supportive team culture with excellent career growth potential.
- Why this job: Deepen your expertise in VoIP and cloud-based solutions while making a real impact.
- Qualifications: Experience with VoIP systems and strong problem-solving skills are essential.
The predicted salary is between 30000 - 38000 £ per year.
Make.Contact is a leading contact centre solutions provider specialising in omnichannel customer experience technology. Based in Manchester and now part of the Focus Group family, we bring decades of expertise in cloud-based CCaaS solutions that enable seamless customer communications. Our team combines technical excellence with a customer-first philosophy, helping businesses deliver outstanding customer experiences and build lasting brand loyalty.
We are looking for a technically skilled and customer-focused Support Engineer to join our growing team in Manchester. This hybrid role (2 days per week in the office) offers the opportunity to work with cutting-edge unified communications and contact centre technologies, specifically Wildix and Puzzel platforms.
As a Wildix Support Engineer, you will provide advanced technical support to customers and internal teams, troubleshooting complex issues, managing escalations, and ensuring our clients' communication systems run smoothly. This is an excellent opportunity for someone with VoIP or telephony experience who wants to deepen their expertise in contact centre solutions while working in a supportive, customer-focused environment.
What You Will Do- Technical Support & Troubleshooting
- Provide 1st and 2nd line technical support for Wildix and Puzzel systems, including VoIP setups, contact centre workflows, call routing, IVR, reporting, and user management.
- Investigate complex incidents escalated from 1st line support, ensuring timely resolution or appropriate escalation to 3rd line/vendor support.
- Perform root cause analysis and document incident resolutions and workarounds for future reference.
- Product Knowledge & Development
- Develop deep, hands-on knowledge of Wildix and Puzzel systems, including configuration, administration, and integration capabilities.
- Stay current with product updates, patches, and new features through vendor documentation, training sessions, and webinars.
- Work towards obtaining relevant certifications in Wildix and Puzzel platforms.
- System Maintenance & Administration
- Assist in ongoing support and maintenance of customer environments, monitoring systems for performance and reliability.
- Carry out user administration, system configuration changes, and routine maintenance tasks.
- Support upgrades, patches, and testing in collaboration with implementation and project teams.
- Collaboration & Communication
- Act as a technical point of contact for escalated support issues from internal teams and customers.
- Work closely with Project Engineers and Project Managers during onboarding or change requests to ensure smooth handovers.
- Communicate effectively with non-technical users to understand and resolve their issues in a clear, professional manner.
- Documentation & Knowledge Sharing
- Maintain accurate and comprehensive support documentation, including knowledge base articles, troubleshooting guides, and change logs.
- Log all support activities in the ticketing system with clear, professional detail.
- Essential Technical Skills
- Experience with VoIP/telephony systems (Wildix or similar platforms preferred).
- Familiarity with cloud-based contact centre solutions (Puzzel or comparable platforms).
- Solid understanding of networking fundamentals including SIP, RTP, firewalls, NAT, and QoS.
- Knowledge of CRM integrations and APIs (experience with Salesforce, Dynamics, or similar is beneficial).
- Windows and Linux troubleshooting experience.
- Essential Soft Skills
- Analytical mindset with excellent problem-solving abilities.
- Strong communication skills, both written and verbal.
- Customer-focused approach with ability to manage time and priorities effectively.
- Willingness and ability to learn new systems and technologies quickly.
- Professional demeanor when dealing with escalated or challenging situations.
- Desirable
- Wildix Technical Certification (or willingness to achieve).
- Puzzel Partner or Specialist Certification (or willingness to achieve).
- Competitive salary: £30,000 - £38,000 depending on experience.
- Hybrid working: 2 days per week in our Manchester office.
- Opportunity to specialise in leading contact centre and unified communications platforms.
- Comprehensive training and certification pathways in Wildix and Puzzel.
- Work with cutting-edge cloud-based CCaaS technology.
- Supportive team environment with a customer-first culture.
- Career development opportunities within the wider Focus Group.
As part of the Focus Group family, Make.Contact offers the best of both worlds: the specialist expertise and close-knit culture of a contact centre solutions provider, backed by the resources and career opportunities of a $1 billion organisation. You will work with innovative technology, solve interesting technical challenges, and directly impact the customer experience for businesses across the UK.
Wildix Support Engineer in Swinton employer: Focus Group
Make.Contact is an exceptional employer that fosters a supportive and customer-focused work culture, offering a hybrid working model in the vibrant city of Manchester. Employees benefit from competitive salaries, comprehensive training pathways, and opportunities for career development within a dynamic team that values technical excellence and innovation in contact centre solutions. Joining Make.Contact means being part of a forward-thinking company that prioritises employee growth while delivering outstanding customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Wildix Support Engineer in Swinton
✨Tip Number 1
Network like a pro! Attend industry meetups or tech events in Manchester to connect with folks in the contact centre solutions space. You never know who might be looking for a Wildix Support Engineer just like you!
✨Tip Number 2
Show off your skills! If you’ve got experience with VoIP or telephony systems, make sure to highlight that in conversations. Bring up specific examples of how you've solved complex issues in the past – it’ll make you stand out!
✨Tip Number 3
Don’t forget to follow up! After any interviews or networking chats, shoot a quick thank-you email. It shows you’re keen and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your interest in the role.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us at Make.Contact. It shows initiative and gives you a better chance of landing that interview!
We think you need these skills to ace Wildix Support Engineer in Swinton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with VoIP and telephony systems, especially if you've worked with Wildix or similar platforms. We want to see how your skills align with the role, so don’t be shy about showcasing relevant projects!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about customer support and how your technical skills can help us deliver outstanding experiences. Keep it friendly and professional – we love a personal touch!
Show Off Your Problem-Solving Skills:In your application, share examples of how you've tackled complex technical issues in the past. We’re looking for someone with an analytical mindset, so let us know how you approach challenges and find solutions.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own channels!
How to prepare for a job interview at Focus Group
✨Know Your Tech
Make sure you brush up on your knowledge of VoIP systems, especially Wildix and Puzzel. Familiarise yourself with their features, common issues, and troubleshooting techniques. This will not only help you answer technical questions but also show your genuine interest in the role.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific examples where you've successfully resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your analytical mindset and ability to handle escalated situations effectively.
✨Communicate Clearly
Since you'll be dealing with both technical and non-technical users, practice explaining complex concepts in simple terms. During the interview, focus on clear communication to showcase your customer-focused approach and professional demeanor.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and the technologies you'll be working with. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you. Plus, it gives you a chance to engage with the interviewers!
