Neoci Ltd

About Us We are a software company based near Brighton. We design, develop and distribute our own products, including a Unified Communications App and AI-powered tools for call transcription, sentiment analysis and meeting summaries. We also build and support bespoke software applications for selected customers. Our team combines deep technical expertise with a passion for building scalable, cloud-deployed products that solve real-world communication challenges. The Role We're looking for a Support & QA Engineer to ensure our products are robust and our users are supported. You will play a pivotal role ensuring that our client-deliverables remain stable, reliable and of high quality. You will be the first point of contact for support issues, will assist with issue-resolution, and will also be involved in QA testing of our software and integrations. (QA Testing will be taught on the job.) Within your role you will be bridging the gap between end-user support, development and quality. Key Responsibilities Support & Issue Resolution: Investigate and reproduce reported issues. Provide support for our SaaS, UC and AI applications. Manage issue tracking and communication with developers and clients. Collect and analyse feedback to drive improvements. Quality Assurance: Design, build and maintain automated test suites. Define acceptance criteria and support test coverage across web, mobile and API layers. Perform exploratory testing on new features. Integrate test automation into CI/CD pipelines. Document results and track defects to closure. Creation of end user docs and manuals Requirements Essential: Experience within technical support/software support/IT help-desk/application support, or similar. Strong problem-solving and analytical skills. Ability to communicate clearly with technical and non-technical users. Comfortable documenting and managing bugs and support tickets. Desire to learn: especially with regard to QA/testing methodologies, test case design, manual/automation testing Desirable: Experience maintaining servers and understanding deployment environments. Familiarity with Google Cloud Run or similar serverless/container-based platforms. Knowledge of WebRTC, VoIP or UC systems. Understanding of CI/CD pipelines. Experience with REST APIs and JSON. Interest in AI / speech processing technologies. Exposure to Agile and BDD testing approaches. Personal Qualities Detail-oriented and methodical. Proactive and keen to improve processes. Friendly, professional and customer-focused. Curious and eager to learn new technologies. Benefits Relaxed working environment Hybrid / remote flexibility Birthdays off 30+ days annual leave (including bank holidays) Private health & dental plans Health & wellbeing programme Flexible hours Casual dress & company events

Company Overview We are a leading telecoms provider delivering innovative unified communications, connectivity, and infrastructure solutions across the UK. Our flagship UCaaS product is a cloud-native platform designed to deliver flexible, scalable, and reliable communications services for businesses of all sizes. We work closely with channel partners - including resellers, MSPs, and systems integrators - to help them deliver world-class communications solutions to their customers. Role Summary As Channel Partner Manager, you will be responsible for developing and managing a network of channel partners who sell, deploy, and support our UCaaS product. You will own the partner lifecycle - from identification and onboarding through to enablement, growth, and performance management. This role blends commercial strategy, relationship management, and operational delivery - ensuring that every partner has the tools, knowledge, and motivation to succeed. Key Responsibilities Partner Recruitment & Onboarding Identify and recruit new channel partners (resellers, MSPs, telecom integrators) with strong potential in the UCaaS and unified communications market. Present the UCaaS product's commercial and technical value proposition to potential partners. Manage onboarding, training, and enablement to ensure partners are fully equipped to market and sell the product. Partner Enablement & Support Design and deliver partner training covering sales, marketing, and product knowledge. Develop and maintain partner playbooks, sales tools, pricing models, and marketing collateral. Collaborate with technical and operations teams to ensure partners have access to technical support, demos, and ongoing assistance. Partner Performance & Growth Define and monitor KPIs and sales targets for each partner. Conduct regular business reviews to assess pipeline health, conversion rates, and partner satisfaction. Develop incentive and reward programs to drive partner engagement and revenue growth. Channel Marketing & Co-Sell Initiatives Collaborate with marketing to plan and execute partner campaigns, joint events, and co-branded activities. Support partners in developing their go-to-market plans and customer acquisition strategies. Facilitate joint sales efforts and co-sell opportunities with strategic partners. Account Management & Relationship Building Act as the main point of contact and advocate for assigned partners. Manage escalations, coordinate internal support, and ensure smooth service delivery for end customers. Build long-term, trusted relationships with key decision-makers across the partner network. Market Insight & Strategy Track competitor activity, partner market trends, and emerging opportunities in the UCaaS space. Feed partner and customer insights into product development and commercial strategy. Identify sector-specific opportunities (e.g. education, retail, hospitality, or healthcare) to expand partner reach. Required Skills & Experience 5+ years of experience in channel sales, partner management, or indirect sales within the telecoms, UCaaS, or SaaS industries. Proven success in recruiting, enabling, and scaling partner networks. Strong understanding of UCaaS, VoIP, SIP, and related communications technologies. Excellent commercial acumen with strong sales, negotiation, and presentation skills. Ability to collaborate effectively across sales, marketing, product, and operations teams. Self-starter attitude - able to manage multiple priorities and deliver results in a fast-moving environment. Willingness to travel across the UK. Desirable Experience working with cloud-based communications platforms (e.g. Netsapiens, BroadSoft, Teams, or similar). Knowledge of vertical markets such as education, retail, or hospitality. Experience managing MDF budgets or channel marketing campaigns. Understanding of telecoms regulatory compliance and customer data protection. KPIs Number of partners recruited and activated Partner pipeline and revenue growth Partner retention and satisfaction ROI on partner marketing and incentive programs What's on Offer Competitive base salary + performance-based incentives Opportunity to work with cutting-edge UCaaS technology Supportive, collaborative culture within a fast-growing telecoms provider Ongoing training, development, and career progression opportunities Flexible hybrid working and UK travel

Position Overview: We are seeking a versatile and experienced Technical Support Specialist with a strong background in VoIP phone systems and SIP protocols. The ideal candidate will possess excellent communication skills and have a proven track record in supporting customers and partners. As a member of our small but rapidly growing team, you will wear many hats, providing 2nd/3rd line support, conducting pre-sales/customer demonstrations, and performing onsite rollouts when required. Key Responsibilities: Subject Matter Expertise: Become the subject matter expert (SME) for our VoIP platform and related technologies. Provide guidance and knowledge-sharing to internal teams and external clients. Stay current with industry trends, standards, and emerging technologies in VoIP and networking. Technical Support: Provide 2nd/3rd line technical support for VoIP phone systems to customers and partners. Diagnose and resolve technical issues related to VoIP systems, SIP protocols, and network configurations. Maintain accurate and detailed records of support requests and resolutions. Customer Engagement: Deliver exceptional customer service through effective communication and problem-solving. Assist customers with the setup, configuration, and troubleshooting of their VoIP systems. Conduct pre-sales demonstrations and presentations to showcase our VoIP platform's features and benefits. Onsite Support and Rollouts: Travel to customer sites as needed to perform installations, configurations, and rollouts of VoIP systems. Ensure smooth and efficient deployment of VoIP solutions, addressing any onsite issues promptly. Collaboration and Flexibility: Work collaboratively with cross-functional teams, including sales, engineering, and customer service. Adapt to various roles and responsibilities within the company as needed, contributing to our growth and success. Qualifications: Proven experience in technical support, particularly with VoIP phone systems and SIP protocols. Strong understanding of VoIP technology, including PBX systems, call routing, SIP trace reading, deployment, configuration and network infrastructure. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users. Experience with customer support and a commitment to providing a high level of service. Ability to multitask and handle various responsibilities in a fast-paced, growing environment. Willingness to travel for onsite installations and customer support as required. Relevant certifications (e.g., CompTIA Network+, Cisco CCNA, etc.) are a plus. Benefits: Competitive salary and benefits package. Flexible hybrid work environment. Opportunity to work with a passionate and innovative team in a growing company. Continuous learning and professional development opportunities.