Cloud Telephony Technician

Role: Cloud Telephony TechnicianLocation: Chicago   Hours: Monday – Friday 8:00am – 5:00pmSalary: $45k base, $55k OTE Role Summary & PurposeAs a Caller Experience Architect (CXA), you'll consult with clients to design and implement intelligent caller experiences using cloud telephony (UCaaS), automation and AI-powered technologies. You'll work with clients to understand their business objectives before designing solutions that improve efficiency, enhance customer experience and deliver measurable business value.From intelligent call routing and conversational AI to traditional IVR design and cloud telephony implementation, you'll advise clients on the most effective technology for their needs. You'll present end-to-end solutions, create detailed call flow maps, and act as the client's trusted technical consultant throughout delivery—from discovery and design through to implementation, testing and go-live.You'll be responsible for implementing your own solutions, ensuring projects are delivered accurately through a structured testing process that guarantees a seamless customer experience. You'll also contribute to the evolution of our AI and UCaaS offerings by identifying opportunities for innovation, sharing technical knowledge and supporting colleagues with complex implementations. ResponsibilitiesConsulting with clients on UCaaS, AI and automation solutions to improve the caller experienceDesigning intelligent call journeys using cloud telephony, AI and conversational technologiesCreating detailed, client-friendly call flow mapsAccurately implementing, testing and documenting projects before go-liveIdentifying opportunities to optimise customer journeys through AI-driven automation and self-serviceProviding technical assistance to Account Management and Pre-Sales teamsSupporting complex implementations and contributing to the KnowledgeBase Required ExperienceExperience implementing cloud telephony (UCaaS) solutions or similar customer communications technologiesExperience designing or supporting customer journeys, IVRs or contact centre solutionsExposure to AI-powered customer engagement, conversational AI, automation or chatbot technologies would be highly advantageousConfident working across multiple portal-based telephony platformsExperience communicating technical solutions to clients via phone, email and presentationsExperience working with CRM platforms and Microsoft OfficeExperience with scripting or programming languages such as Python and PowerShell is highly preferredExperience using AI coding agents such as Claude Code, Codex or similar tools is highly preferredNumber porting experience preferred Required Competencies: Technical skills, knowledge and experience based within Technical ImplementationExcellent communication and administrative skillsExcellent client communication and presentation skillsStrong sense of urgency and comfortable closing high volumes of case workProject management skillsAbility to work to deadlines and time framesDedicated team player with drive and initiativeStrong organizational and detail orientated skillsCan 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.INDUKSO