Cloud Telephony Technician

PHMG; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading audio branding agency in Manchester is seeking a technical implementation specialist. You will be responsible for consulting clients on cloud telephony solutions, creating call flow maps, and managing project delivery. Ideal candidates will have experience in implementation roles and be confident in various telephony systems. Excellent communication skills are essential, along with a strong organizational ability. This role includes training support and technical assistance, contributing to a dynamic team environment. Join us to help shape the future of client communications.

Qualifications

• Experience in cloud telephony or similar implementations.
• Familiarity with client consultation and communication via phone or email.
• Ability to handle technical implementations and support queries.

Responsibilities

• Consult with clients on telephony system solutions.
• Create detailed call flow maps.
• Implement and test projects with precision.

Skills

Experience working in Implementation roles using cloud telephony

Confident technician in portal-based systems

Excellent communication skills

Strong organizational skills

Ability to work to deadlines

Tools

CRM software

Microsoft Office Suite

Job description

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 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
• 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
• 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 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.