Cloud Telephony Technician

Role: Caller Experience Architect (CXA)

Location: Manchester  

Hours: Monday – Friday 1.00pm – 10pm GMT

Salary: £32k base, £36k OTE

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


• Experience designing or supporting customer journeys, IVRs or contact centre solutions


• 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

Required Competencies:

• 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


• Project management skills


• 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.

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