Configuration Analyst
Worthing, West Sussex – Hybrid
Full time, Permanent
£31,646 per year plus various company benefits
As our Configuration Analyst you will play a critical role in the optimisation and continuous improvement of Bluecrests CCaaS Platform and associated customer experience technologies.
Working closely with the Configuration Owner, the post holder ensures that all customer contact systems, including voice, live chat, email, WhatsApp, social, dialler, and review platforms are operating efficiently, reliably, and in full compliance with regulatory and business standards. You will monitor and analyse live performance, identify resource, system or process issues, and implement configuration or workflow changes to ensure the best possible experience for our customers and the most efficient use of our resources.
This role bridges operational insight with technical delivery, acting as a day‑to‑day owner for CCaaS performance, dialler activity, and interaction analytics across all departments.
What can we offer you in return?
Balance & Support
* Annual Leave - Starting with 23 days, increasing to 25 after one year, and rising by one day each year up to 28 days (dependant on contracted hours)
* Company Sick Pay Scheme
* Enhanced Family Leave
Learning & Development
* Apprenticeship Schemes
* Career Development Opportunities
* Bluecrest Academy for Aspiring Managers
* Leadership Development Programme
* 24/7 Learning Library – accessible for everyone!
Financial & Lifestyle
* Salary exchange pension
* Employee Charity Sponsorship Scheme
* Retail and Leisure DiscountsHome Office Allowance
* Sophos @Home Protection
* Employee Assistance Programme
Health & Wellbeing
* Discounted Gym Membership
* Cycle to Work Scheme
* Four Free Health Assessments per year for yourself, family or friends
* 50% Off Additional Health Tests
* Life Insurance
*After qualifying period & subject to terms and conditions and/or eligibility.
Responsibilities
System Monitoring and Real‑Time Management
* Maintain real‑time oversight of all CCaaS modules and customer channels (voice, chat, email, social, WhatsApp, review sites) ensuring service levels are met and maintained.
* Monitor user performance, queue performance, adherence, occupancy, and routing accuracy, escalating performance risks and service deviations promptly.
* Apply short‑term resource adjustments, skill changes, and routing reconfiguration to stabilise performance in real time.
* Oversee dialler campaign setup, pacing ratios, contact strategy, data loads, and compliance against all Regulatory requirements.
* Maintain service dashboards and reporting for operations, ensuring visibility of volumes, adherence, and SLA performance.
* Act as the first line of support for NICE CXone system incidents, troubleshooting faults, and coordinating resolution via Jira tickets and vendor escalation where required.
Workflow & Configuration Support
* Support the Configuration Owner in maintaining and improving CCaaS configuration, including IVRs, skills, routing logic, and automation flows.
* Manage and prioritise all CXone‑related Jira tickets, ensuring timely updates, accurate categorisation (faults, change requests, enhancements), and clear communication with requestors.
* Perform daily system checks and coordinate fixes or escalations with internal or vendor support team
* Execute approved configuration changes and test outcomes before release into Configurationion.
* Support the integration and maintenance of IVR, WFM, AI functionality, Knowledge base, and Interaction Analytics features, ensuring alignment with operational workflows.
* Perform daily system checks and coordinate fixes or escalations with internal or vendor support teams.
* Participate in UAT, version upgrades, and system testing for new releases and enhancements.
Analytics & Insight
* Utilise Interaction Analytics (IA) to identify emerging trends, call drivers, sentiment, and repeat contact causes.
* Provide end‑of‑day and ad hoc performance summaries with clear commentary and data‑driven recommendations.
* Support the Transformation Lead and Configuration Owner in developing data models and reports for management dashboards.
* Identify opportunities for automation, self‑service, or deflection based on IA and operational data.
Continuous Improvement & Governance
* Recommend and implement system or process changes that reduce handling time, improve customer satisfaction, or increase occupancy.
* Ensure dialler and outbound campaigns meet all regulatory requirements, as well as Bluecrest internal policies.
* Maintain accurate documentation and audit trails of configuration and campaign changes.
* Contribute to the design and delivery of operational training where changes impact front‑line teams.
* Maintain awareness of emerging CCaaS functionality, automation tools, and AI capabilities to support future innovation.
* Maintain accurate documentation and audit trails of configuration and campaign changes, including Jira logs and change histories.
* This list of duties is not exhaustive, and the post holder may be required to undertake other reasonable duties comparable with the role as directed by management.
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