Cloud Telephony Technician

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

Hours: Monday – Friday 1.00pm – 10pm GMT

Role Summary & Purpose

As a Caller Experience Architect (CXA), you'll consult with clients to design and implement intelligent caller experiences using cloud telephony (UCaaS), automation and AI-powered technologies. You'll work with clients to understand their business objectives before designing solutions that improve efficiency, enhance customer experience and deliver measurable business value.

From intelligent call routing and conversational AI to traditional IVR design and cloud telephony implementation, you'll advise clients on the most effective technology for their needs. You'll present end-to-end solutions, create detailed call flow maps, and act as the client's trusted technical consultant throughout delivery—from discovery and design through to implementation, testing and go-live.

You'll be responsible for implementing your own solutions, ensuring projects are delivered accurately through a structured testing process that guarantees a seamless customer experience. You'll also contribute to the evolution of our AI and UCaaS offerings by identifying opportunities for innovation, sharing technical knowledge and supporting colleagues with complex implementations.

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

Required Experience

• Experience implementing cloud telephony (UCaaS) solutions or similar customer communications technologies
• Exposure to AI-powered customer engagement, conversational AI, automation or chatbot technologies would be highly 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 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

About PHMG:

Established in 1998, PHMG has grown from a renowned Manchester-based business to the world’s leading audio branding agency – working with 36,000 clients in 54 countries across the globe. This expansive client list includes household names of the calibre of Samsung, Audi and Adidas, as well as SMEs in every sector of the global market. We give each of them a stellar production that combines creative copy, world-class voice artistry and an exclusive Brand-Sound-Track ™ – strengthening their business identity in the most memorable, emotive way.