Cloud Telephony Technician

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.

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

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

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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