Role: Caller Experience Architect (CXA)

Location: Manchester  

Hours: Monday – Friday 1.00pm – 10pm GMT

Salary: £32k base, £36k OTE

Role Summary & Purpose

Responsible for consulting with clients regarding their cloud telephony system, providing solutions that bring efficiencies and improvement to the caller’s journey. You will be presenting solutions to clients in depth with consideration of end-to-end delivery from initial concept going live. You will be the clients point of contact during the project handling their questions and providing proactive solutions.

Creating call flow maps, system insights, suggestions to provide additional audio and system features to improve the callers experience are all part of the experience we provide to our clients. Experience in a multitude of platforms is preferred for this role. 

You will be implementing projects yourself to bring your proposed solutions to life. You will be managing the post-sale technical delivery of the project for the client with assistance from the account manager to create relevant material for you. Our projects are implemented and tested through a multistage process to ensure seamless activation for our clients, which you will implement, test and document for future reference.

Other responsibilities include assisting the Pre-Sale team with technical system capabilities, support with escalated implementation work, contribute to improving our KnowledgeBase. You will also assist where needed with other departmental workloads during peak times.

Responsibilities:

• Consulting with clients regarding alternative solutions to their telephony set up
• Creating detailed client-friendly call flow maps
• Accurate and controlled implementation and testing of projects going live
• Providing technical assistance to account management support teams
• Training and support capacity with complex casework

Required Experience:

• Experience working in Implementation roles using cloud telephony or other similar technologies
• Confident and experienced technician working in a multitude of portal-based telephony systems
• Key Accounts experience preferrable
• Familiarity communicating, supporting and consulting clients and account managements via phone or email
• Office based working experience
• Working to KPI’s/set metrics
• Using a CRM and Microsoft office suite confidently
• 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 Manchester-founded creative business into the world’s leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector.
Innovation fuels everything we do. From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services.
In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long-term focus and ensures success is shared.
We are proud recipients of the King’s Award for Enterprise, recognised for innovation, growth and performance excellence. Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact.
Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity and invests in professional growth.
Sound good?

 

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