Role: Telecoms Engineer (UCaaS/CCaaS)
Location: Manchester
Hours: Monday – Friday 1.00pm – 10pm GMT
Salary: £32k base, £36k OTE
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
Key Accounts experience preferrable
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
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 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.