Caller Experience Consultant

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

Hours: Monday - Friday, 1.00pm - 10pm GMT

Role Summary & Purpose

As a Caller Experience Consultant, you’ll play a vital role in optimising the technical journey of our clients’ callers. By supporting our sales and client teams with high-quality system documentation, you will help shape the caller experience and support revenue initiatives through optimising telephony solutions.

Your core responsibility will be to create call flow maps across multiple cloud telephone portals—ensuring every caller has a seamless experience. You'll manage a high volume of map outputs daily across a variety of platforms and systems.

This is a fast-paced pre-sales role where your attention to detail, analytical capabilities, and understanding of cloud telephony systems will be constantly relied upon. You'll be a key partner to the sales, implementation, and account management teams—helping translate complex technical setups into practical, high-performing solutions.

Key Responsibilities

• Produce high-quality client-facing technical presentations showcasing telephony platform capabilities
• Design and deliver call maps across multiple cloud telephony portals, accurately outlining call routing logic and system flows
• Support system referrals and provide technical consultancy to internal teams
• Offer pre-sales support, showcasing potential improvements and system enhancements tailored to client needs
• Proactively analyse and report on system usage, performance data, and identify optimisation opportunities
• Collaborate with Implementation and Account Management teams to solve complex client cases
• Provide training and documentation on cloud telephony features and best practices
• Act as a brand ambassador for our telephony partnerships during client discussions

Required Experience

• Hands-on experience configuring and optimising cloud-based phone systems (e.g., UCaaS/CCaaS)
• Creation and daily production of high-volume call maps across different systems
• Strong understanding of multiple telephony platforms and portals
• Confident communicator, able to translate technical concepts for non-technical audiences
• Proven track record of delivering consultative solutions to internal and external clients
• Capable of managing multiple projects simultaneously with competing deadlines
• Prior experience supporting sales or pre-sales functions in a technical capacity
• Experience with telephony vendor integrations or partnerships (preferred)
• Deep understanding of Cloud Telephony, Unified Communications (UCaaS), and Contact Centre systems (CCaaS)
• Analytical mindset with the ability to spot trends and translate data into meaningful insights
• Thrives under pressure, comfortable with high case volumes and rapid turnarounds
• High attention to detail; always delivers polished, client-ready work
• Excellent organisational, documentation, and communication skills
• Collaborative team player with a positive, proactive attitude
• A strong advocate for caller experience excellence and system efficiency

About PHMG:

Established in 1998, PHMG has grown from a Manchester-founded creative business into the world’s leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector. Innovation fuels everything we do.

From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services.

In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long-term focus and ensures success is shared. We are proud recipients of the King’s Award for Enterprise, recognised for innovation, growth and performance excellence.

Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact.

Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity and invests in professional growth. Sound good?