Cloud Telephony Architect | AI-Driven Caller Experience

PHMG; Chicago (IL); On-site; USD 95,000 - 130,000; Full time

Job summary

PHMG in Chicago is seeking a Caller Experience Architect (CXA) to consult with clients and design intelligent caller journeys using cloud telephony (UCaaS) and AI-driven automation. You will deliver end-to-end solutions, map call flows, and ensure robust testing for a seamless customer experience.

You will contribute to PHMG's evolving AI and UCaaS offerings, supporting colleagues with complex implementations and driving measurable business value for clients.

Qualifications

• Experience implementing UCaaS or similar cloud telephony solutions.
• Exposure to AI-powered customer engagement or automation is a plus.
• Confident communicating technical solutions to clients via calls, emails and presentations.
• Experience with scripting languages (Python, PowerShell) and AI coding tools (Claude Code, Codex).
• Experience with CRM platforms and Microsoft Office.

Responsibilities

• Consult with clients on UCaaS, AI and automation to improve caller experience.
• Design intelligent call journeys using cloud telephony and conversational tech.
• Create detailed call flow maps and provide client-friendly documentation.
• Implement, test and document projects before go-live.
• Identify opportunities to optimise journeys with AI-driven automation and self-service.
• Support Account Management and Pre-Sales teams with technical delivery.

Skills

UCaaS implementation

AI/Conversational tech

CRM experience

Python

PowerShell

Client communication

Documentation

Tools

Claude Code

Codex

CRM platforms (generic)

Job description

PHMG in Chicago is seeking a Caller Experience Architect (CXA) to consult with clients and design intelligent caller journeys using cloud telephony (UCaaS) and AI-driven automation. You will deliver end-to-end solutions, map call flows, and ensure robust testing for a seamless customer experience.

You will contribute to PHMG's evolving AI and UCaaS offerings, supporting colleagues with complex implementations and driving measurable business value for clients.