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- Tasks: Consult with clients on cloud telephony systems and enhance caller experiences.
- Company: Join PHMG, the world's leading audio branding agency with 36,000 clients globally.
- Benefits: Enjoy a full-time role with opportunities for growth and collaboration in a dynamic environment.
- Why this job: Be part of a creative team that shapes memorable brand identities for top global companies.
- Qualifications: Experience in cloud telephony implementation and excellent communication skills are essential.
- Other info: Work in a fast-paced setting with a focus on innovation and client satisfaction.
The predicted salary is between 36000 - 60000 £ per year.
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.
Caller Experience Architect employer: PHMG
Contact Detail:
PHMG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Caller Experience Architect
✨Tip Number 1
Familiarise yourself with cloud telephony systems and their functionalities. Understanding the various platforms will not only boost your confidence during interviews but also help you engage in meaningful conversations with potential clients.
✨Tip Number 2
Practice creating call flow maps and presenting them clearly. This skill is crucial for the role, so consider using mock scenarios to demonstrate your ability to design effective caller experiences.
✨Tip Number 3
Enhance your communication skills by engaging in role-playing exercises. Being able to articulate technical solutions in a client-friendly manner is key, so practice explaining complex concepts simply and effectively.
✨Tip Number 4
Network with professionals in the telephony and implementation sectors. Attend industry events or join online forums to connect with others who can provide insights or even referrals that could lead to opportunities at PHMG.
We think you need these skills to ace Caller Experience Architect
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Caller Experience Architect. Familiarise yourself with cloud telephony systems and how they improve caller experiences.
Tailor Your CV: Highlight your relevant experience in implementation roles, particularly with cloud telephony or similar technologies. Emphasise your technical skills and any experience with call flow mapping or client consulting.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and your passion for improving caller experiences. Mention specific examples from your past work that demonstrate your ability to manage projects and communicate effectively with clients.
Showcase Your Communication Skills: Since this role requires excellent communication and presentation skills, consider including examples of how you've successfully communicated complex technical information to clients or team members in your application.
How to prepare for a job interview at PHMG
✨Understand the Caller Experience
Make sure you have a solid grasp of what a great caller experience looks like. Research common pain points in telephony systems and think about how you can address these in your role. Be ready to discuss specific examples of how you've improved caller journeys in the past.
✨Showcase Your Technical Skills
Since this role requires familiarity with various cloud telephony platforms, be prepared to talk about your technical experience. Highlight any specific systems you've worked with and how you've implemented solutions. Bring along examples of call flow maps or project documentation if possible.
✨Prepare for Client Interaction Scenarios
As you'll be the main point of contact for clients, practice how you would handle different client scenarios. Think about how you would respond to questions or concerns during a project. Demonstrating strong communication skills and a proactive approach will impress your interviewers.
✨Demonstrate Your Problem-Solving Abilities
Be ready to discuss times when you've faced challenges in implementation or client management. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will show that you can think critically and provide effective solutions under pressure.
