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Technical Support Engineer - Cloud & AI Voice Systems

Full time Customer Service Telecommunications

Job Description

Technical Support Engineer – Cloud & AI Voice Systems | Competitive Salary

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 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

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

Focus Group
About Focus Group

We’re here to help your business shine. We’re committed to creating opportunities for our customers and for our own team, together with developing trusted relationships in our local communities. Ultimately, we believe in doing business the right way and we’re here to make good things happen.

Employing over 1000 exceptional individuals across the UK, in offices from the south coast to Scotland, we’re here to take care of all your IT, telecoms and connectivity services. This means everything you need in one place. Leaving you free to focus all your energy on the important stuff. Like growing your business.

Our teams are experts in their field; passionate about finding the right solutions for you and committed to ensuring your business runs like clockwork. We’re by your side to keep your IT optimised, your business phone system at the top of its game, your data secure, your teams connected and your customers happy. At all times.

Whether you’re an SME or global enterprise business; in the public sector, private sector or a charity…whatever your size, shape or service, we’ll take the time to get to know your business and deliver the technology to fit the bill.

Beyond technology, we are deeply committed to taking positive and meaningful steps towards a sustainable future.

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