Caller Experience Architect

PHMG

Manchester

On-site

GBP 32,000 - 36,000

Full time

14 days+

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Job summary

A leading audio branding company in Manchester is seeking a Caller Experience Architect (CXA) to enhance client interactions through cloud telephony solutions. This mid-senior level role involves consulting, project management, and direct client communication to ensure successful implementation and delivery of projects. The ideal candidate will have a strong technical background and experience in telephony systems. This full-time position offers a dynamic work environment with opportunities for growth.

Qualifications

Experience working in Implementation roles using cloud telephony or similar technologies.
Confident technician experienced in portal-based telephony systems.
Familiarity with KPI’s/set metrics.

Responsibilities

Consult with clients about telephony setup solutions.
Create detailed, client-friendly call flow maps.
Implement and test projects going live accurately.

Skills

Client communication

Project management

Technical implementation

Problem-solving

Tools

CRM

Microsoft Office Suite

Job description

Role

Caller Experience Architect (CXA)

Location: Manchester

Hours: Monday – Friday 1.00pm – 10pm GMT

Salary: £32k base, £36k OTE

Role Summary & Purpose

Responsible for consulting with clients regarding their cloud telephony system, providing solutions that bring efficiencies and improvement to the caller’s journey. You will be presenting solutions to clients in depth with consideration of end-to-end delivery from initial concept going live. You will be the client’s point of contact during the project handling their questions and providing proactive solutions.

Creating call flow maps, system insights, and suggestions to provide additional audio and system features to improve the caller experience are all part of the experience we provide to our clients. Experience in a multitude of platforms is preferred for this role.

You will be implementing projects yourself to bring your proposed solutions to life. You will be managing the post-sale technical delivery of the project for the client with assistance from the account manager to create relevant material for you. Our projects are implemented and tested through a multistage process to ensure seamless activation for our clients, which you will implement, test and document for future reference.

Other responsibilities include assisting the Pre-Sale team with technical system capabilities, support with escalated implementation work, contribute to improving our KnowledgeBase. You will also assist where needed with other departmental workloads during peak times.

Responsibilities

Consulting with clients regarding alternative solutions to their telephony setup
Creating detailed client-friendly call flow maps
Accurate and controlled implementation and testing of projects going live
Providing technical assistance to account management support teams
Training and support capacity with complex casework

Required Experience

Experience working in Implementation roles using cloud telephony or other similar technologies
Confident and experienced technician working in a multitude of portal-based telephony systems
Key Accounts experience preferable
Familiarity communicating, supporting and consulting clients and account managements via phone or email
Office based working experience
Working to KPI’s/set metrics
Using a CRM and Microsoft office suite confidently
Number porting experience preferred

Required Competencies

Technical skills, knowledge and experience based within Technical Implementation
Excellent communication and administrative skills
Excellent client communication and presentation skills
Strong sense of urgency and comfortable closing high volumes of case work
Project management skills
Ability to work to deadlines and time frames
Dedicated team player with drive and initiative
Strong organizational and detail orientated skills
Can work in a fast-paced, dynamic environment

About PHMG

Established in 1998, PHMG has grown from a renowned Manchester-based business to the world’s leading audio branding agency – working with 36,000 clients in 54 countries across the globe. This expansive client list includes household names such as Samsung, Audi and Adidas, as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy, world-class voice artistry and an exclusive Brand-Sound-Track – strengthening their business identity in the most memorable, emotive way.

Seniority level