Caller Experience Architect - Pre-Sales (Cloud Telephony)

PHMG; Manchester; On-site; GBP 42,000 - 60,000; Full time

Job summary

PHMG is seeking a Caller Experience Consultant in Manchester to optimise the telephony journey for clients. You will create call flow maps across cloud portals, producing high-volume outputs daily and supporting sales and client teams with technical documentation.

In this fast-paced pre-sales role, you’ll translate complex setups into practical solutions, collaborating with Sales, Implementation and Account Management to deliver high-performing telephony configurations.

Qualifications

• Hands-on experience configuring and optimising cloud-based phone systems (UCaaS/CCaaS).
• Experience creating and delivering high-volume call maps across multiple systems.
• Strong understanding of multiple telephony platforms and portals.
• Excellent communicator able to translate technical concepts for non-technical audiences.
• Proven track record delivering consultative solutions to clients and internal teams.
• Ability to manage multiple projects with competing deadlines.
• Experience supporting sales or pre-sales in a technical capacity.
• Experience with telephony vendor integrations or partnerships (preferred).
• Deep understanding of Cloud Telephony, UCaaS and CCaaS systems.
• Analytical mindset with ability to derive insights from data.
• Thrives under pressure with high case volumes and rapid turnaround.
• Strong attention to detail and polished, client-ready output.
• Excellent organizational, documentation, and communication skills.
• Collaborative team player with a proactive attitude.
• Advocate for caller experience excellence and system efficiency.

Responsibilities

• Produce high-quality client-facing technical presentations showcasing telephony capabilities.
• Design and deliver call maps across cloud telephony portals, outlining routing logic.
• Support system referrals and provide technical consultancy to internal teams.
• Provide pre-sales support, highlighting improvements and enhancements for clients.
• Analyse usage and performance data to identify optimisation opportunities.
• Collaborate with Implementation and Account Management to resolve client cases.
• Provide training and documentation on cloud telephony features and best practices.
• Act as a brand ambassador for telephony partnerships during client discussions.

Skills

Cloud Telephony

Call maps production

UCaaS/CCaaS knowledge

Technical communication

Pre-sales experience

Vendor integrations

Data analysis

Multi-project management

Documentation skills

Collaboration

Caller experience focus

Job description

PHMG is seeking a Caller Experience Consultant in Manchester to optimise the telephony journey for clients. You will create call flow maps across cloud portals, producing high-volume outputs daily and supporting sales and client teams with technical documentation.

In this fast-paced pre-sales role, you’ll translate complex setups into practical solutions, collaborating with Sales, Implementation and Account Management to deliver high-performing telephony configurations.