Cloud Telephony Architect | AI & UCaaS Solutions

PHMG; Manchester; On-site; GBP 55,000 - 75,000; Full time

Job summary

PHMG is seeking a Caller Experience Architect (CXA) to design and implement intelligent caller experiences using cloud telephony (UCaaS), automation and AI-powered technologies. You’ll consult with clients to understand objectives, design end-to-end solutions, and deliver measurable business value from discovery to go-live.

You’ll lead intelligent call routing, conversational AI, and traditional IVR design, ensuring seamless customer experiences through rigorous testing and documentation.

Qualifications

• Experience implementing cloud telephony (UCaaS) solutions or similar customer communications technologies.
• Exposure to AI-powered customer engagement, conversational AI, automation or chatbot technologies is advantageous.
• 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.
• 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 ability to close high volumes of case work.
• Ability to work to deadlines and time frames.
• Team player with drive and initiative.
• Strong organizational and detail-oriented skills.

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

Cloud UCaaS

AI-powered automation

Client consultation

Call flow design

CRM platforms

Microsoft Office

Python

PowerShell

Claude Code / Codex

Scripting

Delivery governance

Tools

CRM platforms

Microsoft Office

Call flow tools

Job description

PHMG is seeking a Caller Experience Architect (CXA) to design and implement intelligent caller experiences using cloud telephony (UCaaS), automation and AI-powered technologies. You’ll consult with clients to understand objectives, design end-to-end solutions, and deliver measurable business value from discovery to go-live.

You’ll lead intelligent call routing, conversational AI, and traditional IVR design, ensuring seamless customer experiences through rigorous testing and documentation.