Wildix Support Engineer

Overview

Make.

Contact (Part of Focus Group) | Manchester (Hybrid - 2 days/week) | £30,000 - £38,000

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.

• 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

• 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

• 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

• 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

• 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)