Cloud Telephony Technician

PHMG; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading audio branding agency in Manchester is looking for a Cloud Telephony Technician to consult with clients and improve their systems. This role includes creating call flow maps and managing technical delivery. The ideal candidate should have experience with cloud telephony, excellent communication skills, and be a dedicated team player. Full-time employment with a focus on delivering top-notch solutions for clients.

Qualifications

• Experience working in implementation roles using cloud telephony.
• Confident technician across portal-based telephony systems.
• Familiarity with client communication via phone or email.
• Strong organizational and detail-oriented skills.

Responsibilities

• Consult with clients on telephony solutions.
• Create detailed call flow maps.
• Implement and test projects going live.
• Provide technical assistance to account management.

Skills

Consulting with clients

Creating call flow maps

Technical assistance

Excellent communication skills

Organizational skills

Tools

Microsoft Office

CRM systems

Job description

Cloud Telephony Technician

Location: PHMG Greater Manchester, England, United Kingdom

Brought to you 4 days ago, be among the first 25 applicants. Hours: Monday – Friday 1.00pm – 10pm GMT

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 present solutions to clients in depth with consideration of end‑to‑end delivery, from initial concept through to going live. You will be the client’s point of contact during the project, handling their questions and providing proactive solutions.

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

You will implement projects yourself to bring your proposed solutions to life. You will manage the post‑sale technical delivery with assistance from the account manager, creating relevant material as needed. Our projects are implemented and tested through a multistage process to ensure seamless activation for our clients, and you will implement, test and document for future reference.

Other responsibilities include assisting the Pre‑Sale team with technical system capabilities, supporting escalated implementation work, contributing to our KnowledgeBase, and helping 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 similar technologies
• Confident and experienced technician working across a multitude of portal‑based telephony systems
• Familiarity with communicating, supporting and consulting clients and account management via phone or email
• Office‑based working experience
• Working to KPIs/set metrics
• Using a CRM and Microsoft Office suite confidently
• 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
• Ability to work to deadlines and time frames
• Dedicated team player with drive and initiative
• Strong organisational and detail‑oriented 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 such as 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.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Information Technology

Industries

Technology, Information and Internet