[Hiring] Technical Support Engineer - Cloud & AI Voice Systems @Focus Group

Role Description

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.

Qualifications

• 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.

Requirements

• 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.

Company Description

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.