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Key Accounts - Contact Centre as a Service Support Engineer, High Wycombe
Client: Babble Cloud
Location: High Wycombe, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: d13ad2b3519f
Job Views: 4
Posted: 12.08.2025
Expiry Date: 26.09.2025
Job Description
Join Our Dynamic Team as a Key Accounts - Contact Centre as a Service Support Engineer!
Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our team. If so, we have the perfect opportunity for you!
What will you be doing?
The role involves providing expert-level support for the Five9 Contact Centre as a Service (CCaaS) platform, ensuring optimal performance, rapid issue resolution, and continuous improvement of the customer experience. This includes maintaining service availability, implementing changes, and supporting internal teams and external clients.
Accountabilities and Deliverables:
* Platform Support & Troubleshooting:
o Diagnose and resolve technical issues related to Five9 CCaaS features such as ACD, IVR, CTI, VoIP, and omnichannel routing.
o Provide Tier 2/3 support for escalated incidents, ensuring timely resolution and root cause analysis.
o Monitor system health and performance, proactively addressing potential issues.
o Support integration with CRMs (e.g., Salesforce, Zendesk) and third-party applications via APIs and webhooks.
* Customer Engagement:
o Collaborate with customers to understand their needs and tailor the platform accordingly.
o Conduct service reviews and recommend optimizations and best practices.
* Operational Excellence:
o Maintain documentation of configurations, incidents, and resolutions.
o Ensure awareness of scheduled maintenance, outages, and updates.
o Participate in a 24x7 support rota, including out-of-hours coverage.
Core Competencies:
* Strong understanding of telecom protocols (SIP, VoIP), ACD, IVR, and CRM integrations.
* Problem-solving skills and customer focus.
* Excellent communication and documentation skills.
Preferred Qualifications:
* Minimum 3 years supporting Five9 or similar CCaaS platforms.
* Experience as a Level 3 Unified Communications Engineer with contact centre tech exposure.
Additional Benefits:
* Company Pension (4% employee contribution)
* 22 days holiday + UK Bank Holidays, with increased leave over time
* Life Assurance (4x salary)
* Optional health insurance (Bupa)
* Health Cash Plan (Health Shield)
* Bike to Work Scheme
* Season Ticket Loan
* Charities Trust donations
* Company laptop
* Annual celebrations
Hybrid Working Policy
Work from the office closest to you, with travel to other UK offices if needed. Typically, work in-office on Monday, Tuesday, and Thursday, with remote work on Wednesday and Friday, unless role-specific requirements differ.
The Recruitment Process
We aim to fill this role quickly with the right candidate. The process includes a screening call, followed by interviews and possibly competency testing.
Direct candidates only.
Babble | Leading UK Cloud Solutions Provider
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