Cloud Telephony Architect | UCaaS & AI Experience

PHMG; Manchester; On-site; GBP 55,000 - 85,000; Full time

Job summary

PHMG in Manchester seeks a Caller Experience Architect to design and implement intelligent caller experiences using UCaaS, automation and AI-powered technologies. You will consult with clients to understand objectives, design end-to-end solutions, create call flow maps and guide projects from discovery to go-live.

You’ll implement solutions, test thoroughly, and contribute to evolving AI/UCaaS offerings while sharing technical knowledge with colleagues.

Qualifications

• Experience implementing cloud telephony (UCaaS) solutions or similar
• 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
• 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 comfortable closing high volumes of case work
• Ability to work to deadlines and time frames
• Dedicated team player with drive and initiative
• Strong organizational and detail orientated skills
• Can work in a fast-paced, dynamic environment

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

Conversational AI

Call routing

CRM experience

Python

PowerShell

AI coding agents

Scripting

Client communication

Time management

Job description

PHMG in Manchester seeks a Caller Experience Architect to design and implement intelligent caller experiences using UCaaS, automation and AI-powered technologies. You will consult with clients to understand objectives, design end-to-end solutions, create call flow maps and guide projects from discovery to go-live.

You’ll implement solutions, test thoroughly, and contribute to evolving AI/UCaaS offerings while sharing technical knowledge with colleagues.