Caller Experience Architect: Cloud Telephony & AI

PHMG; Manchester; On-site; GBP 60,000 - 90,000; Full time

Job summary

PHMG in Manchester is seeking a Caller Experience Architect to consult with clients and design intelligent caller experiences using UCaaS, automation and AI-powered technologies. You will map client objectives to scalable telecom solutions that improve efficiency and customer satisfaction.

From intelligent call routing and conversational AI to IVR design, you will deliver end-to-end solutions, document call flows, test rigorously, and support go-live.

Qualifications

• Experience implementing cloud telephony (UCaaS) solutions or similar customer communications technologies.
• Exposure to AI-powered customer engagement, conversational AI, automation or chatbot technologies would be highly advantageous.
• Experience communicating technical solutions to clients via phone, email and presentations.

Responsibilities

• Consulting with clients on UCaaS, AI and automation solutions to improve the caller experience
• Designing intelligent call journeys using cloud telephony, AI and conversational technologies
• Creating detailed, client-friendly call flow maps
• Accurately implementing, testing and documenting projects before go-live
• Identifying opportunities to optimise customer journeys through AI-driven automation and self-service
• Providing technical assistance to Account Management and Pre-Sales teams
• Supporting complex implementations and contributing to the KnowledgeBase

Skills

UCaaS

AI-powered tech

Python

PowerShell

Claude Code

Codex

Scripting

Tools

Claude Code

Codex

Job description

PHMG in Manchester is seeking a Caller Experience Architect to consult with clients and design intelligent caller experiences using UCaaS, automation and AI-powered technologies. You will map client objectives to scalable telecom solutions that improve efficiency and customer satisfaction.

From intelligent call routing and conversational AI to IVR design, you will deliver end-to-end solutions, document call flows, test rigorously, and support go-live.