Provide remote technical support and troubleshooting for cloud telephony and AI voice systems while ensuring customer satisfaction through effective communication and support documentation.
Technical Support Engineer – Cloud & AI Voice Systems | Competitive Salary
Requirements
Cloud Communications Provider | AI Voice Technology | Remote Role
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 DoRemote 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
Requirements
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
Top Skills
Ai Voice Systems
Cloud Telephony
SaaS
Sip
Voip
Focus Group (UK) Sevenoaks, England Office
Ham Road, Sevenoaks, United Kingdom, BN43 6PA
Similar Jobs
Artificial Intelligence • Big Data • Cloud • Information Technology • Software • Big Data Analytics • Automation
Serve as the first point of contact for employees' IT issues, troubleshoot problems, and support IT projects and training activities.
Top Skills:
Active DirectoryAzureGroup PolicyM365macOSMicrosoft 365SharepointSlackTeamsWindows OsZoom
Enterprise Web • HR Tech • Information Technology • Software • Cybersecurity
As Lead Product Manager, you'll drive the evolution of the Immersive One platform, coordinating product development and ensuring alignment with user needs while analyzing data to define success metrics and product roadmap.
Top Skills:
CybersecurityDevsecopsSaaS
Cloud • Information Technology • Security • Software • Cybersecurity
The Principal Product Specialist will drive sales strategy, manage Proof of Concept processes, and facilitate customer engagement for DSPM solutions across EMEA, ensuring product evolution based on customer feedback.
Top Skills:
AIAWSAzureCloud SecurityData Security Posture ManagementGCPGen Ai Infrastructure
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
