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Cloud Telephony Technician

PHMG
Manchester, GBR
Full-time
Entry
Onsite
Discovered 4 days ago
Cloud telephony (UCaaS) implementationCustomer communications technologiesCustomer journey designIVR and contact centre solutionsPortal-based telephony platformsClient presentations and technical communication

Full Job Posting

Role and purpose

The Caller Experience Architect consults with clients to design and implement caller experiences using cloud telephony (UCaaS), automation, and AI-powered technologies.

The role translates client business objectives into solutions that improve efficiency, customer experience, and measurable business value.

The schedule is Monday to Friday, 1:00 p.m. to 10:00 p.m. GMT.

The description states a £32,000 base salary and £36,000 OTE; no pay cadence is specified.

Responsibilities

  • Consult with clients on UCaaS, AI, and automation solutions and recommend appropriate technologies.
  • Design intelligent call journeys, including call routing, conversational AI, and IVR; create detailed call flow maps.
  • Present solutions and guide delivery from discovery and design through implementation, testing, and go-live.
  • Implement, test, and document projects accurately to support a seamless customer experience.
  • Identify opportunities for AI-driven automation and self-service to optimize customer journeys.
  • Provide technical assistance to Account Management and Pre-Sales teams; support complex implementations.
  • Contribute to the KnowledgeBase, share technical knowledge, and identify opportunities to evolve AI and UCaaS offerings.

Required experience and competencies

  • Experience implementing cloud telephony (UCaaS) solutions or similar customer communications technologies.
  • Experience designing or supporting customer journeys, IVRs, or contact centre solutions.
  • Confident working across multiple portal-based telephony platforms.
  • Experience communicating technical solutions to clients by phone, email, and presentations.
  • Experience working with CRM platforms and Microsoft Office.
  • Strong technical implementation, communication, administrative, project management, organizational, and detail-oriented competencies; able to meet deadlines and manage high volumes of case work.
  • AI-powered customer engagement, conversational AI, automation, or chatbot exposure is highly advantageous.
  • Python or PowerShell experience and experience with AI coding agents such as Claude Code or Codex are highly preferred; number porting experience is preferred.

About PHMG

PHMG describes itself as a Manchester-based audio branding agency serving clients in 54 countries.

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