Cloud Telephony Technician

Role Summary & Purpose

As 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.

Responsibilities

Consulting with clients on UCaaS, AI and automation solutions to improve the caller experience
Designing intelligent call journeys using cloud telephony, AI and conversational technologies
Creating detailed, client-friendly call flow maps
Accurately implementing, testing and documenting projects before go-live
Identifying opportunities to optimise customer journeys through AI-driven automation and self-service
Providing technical assistance to Account Management and Pre-Sales teams
Supporting complex implementations and contributing to the KnowledgeBase

Required Experience

Experience implementing cloud telephony (UCaaS) solutions or similar customer communications technologies
Experience designing or supporting customer journeys, IVRs or contact centre solutions
Exposure to AI-powered customer engagement, conversational AI, automation or chatbot technologies would be highly advantageous
Confident working across multiple portal-based telephony platforms
Experience communicating technical solutions to clients via phone, email and presentations
Experience working with CRM platforms and Microsoft Office
Experience with scripting or programming languages such as Python and PowerShell is highly preferred
Experience using AI coding agents such as Claude Code, Codex or similar tools is highly preferred
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