Software Support Engineer

Space to thrive, within a culture of excellence

Sytel Ltd – Job Vacancy

Job Title

Software Support Engineer


Aylesbury, Buckinghamshire, UK


Starting salary up to £40K depending on experience


This job involves support direct to our customers and also working with our development staff to ensure that we deliver the best possible service to our customers in a timely way.

Ideally, we would like to appoint someone with one or more years prior experience but we are very happy to also consider recent IT graduates. The successful appointee will join a small experienced team. The scope for learning and advancement in this role is excellent.

If you lack some of the skill sets we would like, but have a passion and aptitude for making a career in our dynamic industry, we will be pleased to hear from you.

Please note that a willingness to work night shifts on a rota basis is required.

Essential Skills/ Experience

  • Triage experience with software systems (including log analysis; troubleshooting; identifying and classifying issues)
  • Good knowledge of software troubleshooting tools and techniques
  • A strong ability to solve problems and think laterally
  • Understanding of SQL databases
  • Software installation and deployment experience
  • Willing to take initiative to learn about new products
  • A strong customer focus
  • Excellent verbal and written communication skills
  • A demonstrable record of achievement in either relevant previous position(s) or academic work.


Highly Desirable Skills/ Experience

  • Familiarisation with deploying and supporting applications on AWS and Azure
  • Experience of working with carriers on IP provisioning.

Desirable Skills/ Experience

  • Software development or testing experience/background
  • Understanding of telephony, VoIP, WebRTC, HTTP, HTTPS
  • Understanding of NoSQL databases
  • Contact centre exposure


The Package

  • Starting salary up to £40K depending on experience
  • Company Healthcare Scheme
  • Pension Contributions
  • Stock Options

How to apply

Email applications to:

Postal applications to:

Sytel Limited
1 Cromwell Court
New St
Bucks HP20 2PB

If you apply for a role at Sytel we will use your information only as part of the selection procedure. If you are not successful in your application we will not retain your records.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries


Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Intelligent Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations


A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer


Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app