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For Companies At a Glance
- Tasks: Consult with clients to enhance their cloud telephony systems and improve caller experiences.
- Company: Join PHMG, a leading audio branding agency with 36,000 clients worldwide.
- Benefits: Enjoy a competitive salary, flexible hours, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that shapes the future of caller experiences in a fast-paced environment.
- Qualifications: Experience in cloud telephony implementation and strong communication skills are essential.
- Other info: Office-based role in Manchester with a focus on teamwork and innovation.
The predicted salary is between 24000 - 36000 £ per year.
Join to apply for the Caller Experience Architect role at PLEASE HOLD (UK) LIMITED
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.
Role: Caller Experience Architect (CXA)
Location: Manchester
Hours: Monday – Friday 1.00pm–10.00pm GMT
Salary: £32k base, £36k OTE
Overview
Creating call flow maps, system insights, and suggestions to provide additional audio and system features to improve the caller experience are part of the experience we provide to our clients. Experience in a multitude of platforms is preferred for this role. You will implement projects to bring your proposed solutions to life and manage the post-sale technical delivery of the project with assistance from the account manager. Projects are implemented and tested through a multistage process to ensure seamless activation for clients, which 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, and contributing 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 setup
- 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 preferable
- Familiarity communicating, supporting and consulting clients and account management 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 renowned Manchester-based business to the world\’s leading audio branding agency working with 36,000 clients in 54 countries across the globe. This expands across household names and SMEs; we provide production that combines creative copy, voice artistry and a Brand-Sound-Track to strengthen business identity.
Employment type
- Contract
Seniority level
- Mid-Senior level
Job function
- Information Technology
Industries
- IT System Design Services
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Caller Experience Architect employer: PLEASE HOLD (UK) LIMITED
Contact Detail:
PLEASE HOLD (UK) LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Caller Experience Architect
✨Tip Number 1
Familiarise yourself with various cloud telephony systems and their functionalities. This knowledge will not only help you understand the technical aspects of the role but also enable you to engage in meaningful conversations with clients about their needs.
✨Tip Number 2
Practice creating call flow maps and presenting them clearly. Being able to visually communicate your ideas will be crucial when consulting with clients, so consider using tools that can help you design these maps effectively.
✨Tip Number 3
Enhance your project management skills by familiarising yourself with common methodologies. Understanding how to manage timelines and deliverables will be essential for ensuring smooth implementation of projects.
✨Tip Number 4
Develop your client communication skills by engaging in role-play scenarios or mock consultations. This practice will help you become more comfortable in addressing client queries and providing proactive solutions during the project lifecycle.
We think you need these skills to ace Caller Experience Architect
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Caller Experience Architect role. Understand the key responsibilities and required experience, as this will help you tailor your application.
Tailor Your CV: Highlight relevant experience in cloud telephony and implementation roles in your CV. Use specific examples that demonstrate your technical skills and client communication abilities, as these are crucial for the position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the caller experience and how your background aligns with the company's goals. Mention your familiarity with various telephony systems and your project management skills.
Showcase Your Communication Skills: Since the role requires excellent communication and presentation skills, consider including examples of past experiences where you successfully consulted with clients or managed projects. This will demonstrate your fit for the role.
How to prepare for a job interview at PLEASE HOLD (UK) LIMITED
✨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 experiences in the past.
✨Showcase Your Technical Skills
Since this role requires a strong technical background, be prepared to discuss your experience with cloud telephony systems and other relevant technologies. Highlight any specific platforms you've worked with and how you've used them to implement solutions.
✨Prepare for Client Interaction Scenarios
As you'll be consulting with clients, practice how you would handle various client scenarios. Think about how you would present solutions, manage expectations, and provide support during the implementation process. Role-playing these interactions can help you feel more confident.
✨Demonstrate Project Management Skills
This position involves managing projects from concept to delivery. Be ready to discuss your project management experience, including how you prioritise tasks, meet deadlines, and ensure quality control throughout the implementation process.
