L2/L3 Software Support Engineer

Space to thrive, within a culture of excellence

Sytel Ltd – Job Vacancy

Job Title

L2/L3 Software Support Engineer (on site)


Aylesbury, Buckinghamshire, UK


£35,000 – £40,000 per annum (DOE) plus shift allowance


Sytel develops and delivers a full-service cloud contact center software stack that is delivered either through partners who host in public cloud or their own Colo, or directly to customers through the Softdial Cloud service, and directly to large customers on their cloud infrastructure.

This job involves support and troubleshooting platform and environment issues. This is typically L2 or L3 support activity as per ITIL. This is an opportunity to grow your skills in communications software and best practice in an environment with a diverse customer base. You will be working with our production engineering software team to ensure that we deliver rapid response to customers and keep mission-critical systems running.

Support currently runs a 2-shift operation; day is 9am to 5.30pm and evening is 3pm to midnight, with evening shift also providing on-call cover at weekends. A willingness to work evening shifts on a rota basis is required upon completion of probation.

A phone and laptop will be provided for on-call work.

Please note this is an office based position and as such we will only consider local candidates, those within a 30 minute commuting distance or those willing to relocate.

Sytel plans to scale its support operation as our subscriber base grows. This growth will present opportunities within the support team.

Essential Skills/ Experience

  • Triage experience with software systems (including log analysis; troubleshooting; identifying and classifying issues)
  • Good knowledge of software troubleshooting tools and techniques
  • The ability to solve problems and think laterally
  • A working knowledge 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 previous position(s)
  • Familiarisation with deploying and supporting applications on AWS and Azure.

Desirable Skills/ Experience

  • Understanding of Contact Centre operations
  • Understanding of SIP-based telephony and WebRTC
  • Understanding of network protocols
  • Understanding of NoSQL databases
  • Experience of working with carriers on IP provisioning.

The Package

  • Salary £35,000 – £40,000 per annum (depending on experience) plus shift allowance
  • Company Health Insurance 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) - multimedia, multichannel, fully blended cloud contact center solutions.

Available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and 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 Software

Softdial Contact Center™ - rich functionality, all-in-one, designed to deliver at scale
  • Contact Center as a Service (CCaaS)

    CCaaS for subscribers - global service​, with no upfront costs

  • Contact Center Platform – CCaaS Partners

    Build your own CCaaS business using the power and flexibility of Sytel software

  • Contact Center Platform – Enterprise

    High performance platform to drive contact center productivity – cloud, on-premise or hybrid

Blended Media Desktop

Fully customisable, multi-channel, multi-session workspace

Work Anywhere

Browser-based tools, no software installation required

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 Channels

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

Agent Multi-Tasking

Work with multiple live contact sessions of any media channel

Dynamic Workforce Management

Optimise agent usage and balance workloads in real-time without human intervention, across all media channels

Predictive Dialing

Best-of-breed performance under compliance

Optimised Inbound 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


Drive operational efficiency, increase customer satisfaction & improve agent performance

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™

Maximum predictive dialing performance, 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™

Automation to optimise any outreach strategy

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

By Business Type


A full featured contact center software solution, designed for optimum performance at scale

Small/ Medium Business

Options for SMBs to subscribe to our full-featured cloud service managed and hosted by either one of our partners or by Sytel themselves

By Industry

Customer Service

Connect quickly to well equipped agents

Market Research

Best-of-breed predictive dialing with CATI integration

Debt Collection

Automated inbound/ outbound blending integrated with any debt management app

Sales & Telemarketing

Maximise agent productivity with best-of-breed predictive dialing


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