Role: Caller Experience Consultant

Location: Chicago office

Hours: 8:45am – 5:15pm Monday – Friday

Package: $55,000 OTE

As a Caller Experience Consultant you will be assisting our sales team with supporting technical material for client presentations. You will be advising of specific capabilities within the platforms alongside suggestions for optimization of the existing set up. You will be highlighting areas of improvement within cloud telephony systems, creating presentations, proactively following up on existing workloads, discussing our cloud telephony partnerships with clients and supporting our implementation teams.

Working in a dynamic technical pre-sales environment you will be able to prioritize, communicate and deliver supporting materials quickly. You have a natural attention to detail, can provide key insights to the performance of cloud telephony systems and be able to analyse data to spot trends and provide a summary.

Essential Responsibilities:

• Creating technical client presentations regarding cloud telephony platform capabilities
• Ability to create call maps from cloud telephony platform, illustrating all routes of calls within system
• Phone system cloud referral processing and consultation
• Cloud Telephony reconfiguration and implementation
• Consulting and providing technical assistance to account management teams
• Reactive support to technical requests regarding Cloud Telephony platforms
• Support to Implementation members with complex casework
• Training to teams within the business regarding cloud telephony capabilities

Required Experience:

• Troubleshooting and highlighting areas of improvement to existing telephony configurations
• Restructure and reconfiguration of Cloud Telephony systems
• Speaking with clients, discussing telephony system capabilities
• Configuration and implementation of audio on to cloud based phone systems
• Communicating and consulting with clients or Client Services teams via phone or email
• Multi-project management
• Discussing cloud telephony partnerships we have (preferred)

Required Competencies:

• Understanding of Cloud Telephony/UCaaS/CCaaS technologies and capabilities
• Sense of urgency and comfortable with high volumes of case work
• Attention to detail
• Administration and organizational skills
• Excellent communication and administrative skills
• Excellent client communication and presentation skills
• Dedicated team player with drive
• Great representative for CTS department showing positive approach to all levels of work

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.

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