Caller Experience Architect: Cloud Telephony & AI Solutions

PHMG; Manchester; On-site; GBP 65,000 - 90,000; Full time

Job summary

PHMG, a Manchester-based audio branding leader, seeks a Caller Experience Architect to design intelligent caller journeys using UCaaS, AI, and automation. You’ll deliver end-to-end solutions, create detailed call flow maps and guide clients from discovery through go-live.

Join PHMG in a client-facing technical role, collaborating with account teams to implement innovative telephony solutions and enhance customer experiences across multiple platforms.

Qualifications

• Experience implementing cloud telephony (UCaaS) solutions.
• Exposure to AI-powered customer engagement, conversational AI, automation or chatbot technologies.
• Confident working across multiple portal-based telephony platforms.
• Experience communicating technical solutions to clients via phone, email and presentations.
• Experience working with CRM platforms and Microsoft Office.
• Experience with scripting or programming languages such as Python and PowerShell is highly preferred.
• Experience using AI coding agents such as Claude Code, Codex or similar tools is highly preferred.
• Number porting experience preferred.

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 implementations

Cloud telephony

AI automation

Conversational AI

CRM experience

Python scripting

PowerShell scripting

Client communication

Stakeholder engagement

Technical consulting

Tools

Claude Code

Codex

Job description

PHMG, a Manchester-based audio branding leader, seeks a Caller Experience Architect to design intelligent caller journeys using UCaaS, AI, and automation. You’ll deliver end-to-end solutions, create detailed call flow maps and guide clients from discovery through go-live.

Join PHMG in a client-facing technical role, collaborating with account teams to implement innovative telephony solutions and enhance customer experiences across multiple platforms.