Wildix Support Engineer job opportunity at focus group.

Home Jobs In United Kingdom Tag: Job Wildix Support Engineer position at focus group


Date2026-02-05T14:28:13.903Z bot
focus group Wildix Support Engineer
Experience: General
Pattern: Full-time
Country:
apply Apply Now
Salary:
Status:

Job

Copy Link Report
degreeGeneral
loacation Swinton, United Kingdom
loacation Swinton....United Kingdom

Wildix Support Engineer (1st/2nd Line) Make.Contact (Part of Focus Group) | Manchester (Hybrid - 2 days/week) | £30,000 - £38,000 About Make.Contact 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. About the Role We're 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'll 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'll 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 What We're Looking For 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) What's in It for You Competitive salary: £30,000 - £38,000 depending on experience Hybrid working: 2 days per week in our Manchester office Opportunity to specialize 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 Be part of a company that combines technical excellence with outstanding customer service Why Join Make.Contact? 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 organization. You'll work with innovative technology, solve interesting technical challenges, and directly impact the customer experience for businesses across the UK.

Other Ai Matches

Mobile Sales Specialist Applicants are expected to have a solid experience in handling Job related tasks
Assistant Management Accountant - 14 Month FTC Applicants are expected to have a solid experience in handling Job related tasks
Senior People Business Partner Applicants are expected to have a solid experience in handling Job related tasks
Business Development Manager Applicants are expected to have a solid experience in handling Job related tasks
Business Development Manager Applicants are expected to have a solid experience in handling Job related tasks
Graduate Developer - AI Implementation Engineer Applicants are expected to have a solid experience in handling Job related tasks
IT Solutions Engineer (Aberdeen Area) Applicants are expected to have a solid experience in handling Job related tasks
Sales Order Processor (Mobiles) Applicants are expected to have a solid experience in handling Job related tasks
Pre-Sales Specialist (Voice & Data) Applicants are expected to have a solid experience in handling Job related tasks
Head of Managed Service Operations Applicants are expected to have a solid experience in handling Job related tasks
Technical Support Advisor 2nd Line IT Applicants are expected to have a solid experience in handling Job related tasks
Application Lead - ServiceNow CMDB/CSDM Applicants are expected to have a solid experience in handling Job related tasks
Business Development Executive Applicants are expected to have a solid experience in handling Job related tasks
IT Account Manager Applicants are expected to have a solid experience in handling Job related tasks
Transformation Lead Applicants are expected to have a solid experience in handling Job related tasks
Software Delivery Manager Applicants are expected to have a solid experience in handling Job related tasks
Sales Executive Applicants are expected to have a solid experience in handling Job related tasks
Sales Account Executive Applicants are expected to have a solid experience in handling Job related tasks
IT & Cyber Pre-Sales Team Leader Applicants are expected to have a solid experience in handling Job related tasks
Customer Service Executive Applicants are expected to have a solid experience in handling Job related tasks
IT and Cyber Pre-Sales Engineer Applicants are expected to have a solid experience in handling Job related tasks
Business Development Manager Applicants are expected to have a solid experience in handling Job related tasks
Business Development Manager Applicants are expected to have a solid experience in handling Job related tasks