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- Tasks: Optimise and improve customer experience technologies for our CCaaS Platform.
- Company: Join Bluecrest, a forward-thinking company focused on innovation and customer satisfaction.
- Benefits: Enjoy competitive salary, generous leave, health perks, and continuous learning opportunities.
- Why this job: Make a real impact on customer interactions while developing your skills in a dynamic environment.
- Qualifications: Analytical mindset and a passion for technology and customer service.
- Other info: Hybrid work model with excellent career growth potential.
The predicted salary is between 28600 - 37700 £ per year.
As our Configuration Analyst you will play a critical role in the optimisation and continuous improvement of Bluecrest's 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?
- 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 Discounts
- Home 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
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 teams.
- Execute approved configuration changes and test outcomes before release into Configuration.
- Support the integration and maintenance of IVR, WFM, AI functionality, Knowledge base, and Interaction Analytics features, ensuring alignment with operational workflows.
- 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.
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.
Configuration Analyst in Brighton employer: Bluecrest Health Screening Limited
Contact Detail:
Bluecrest Health Screening Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Configuration Analyst in Brighton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their CCaaS platform and think about how your skills can help improve customer experience. Show them you’re not just another candidate!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources. The more comfortable you are talking about your experience and skills, the better you'll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Configuration Analyst in Brighton
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Configuration Analyst role. Highlight your experience with CCaaS platforms and any relevant technical skills that align with what we're looking for.
Showcase Your Analytical Skills: Since this role involves a lot of monitoring and analysis, be sure to include examples of how you've used data to drive decisions or improve processes in your previous roles. We love seeing those numbers!
Be Clear and Concise: When writing your application, keep it straightforward. Use bullet points where possible and avoid jargon unless it's relevant. We appreciate clarity and want to see your key achievements without wading through fluff.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Bluecrest Health Screening Limited
✨Know Your CCaaS Inside Out
Make sure you understand the ins and outs of CCaaS platforms, especially how they relate to customer experience technologies. Brush up on key terms like IVRs, routing logic, and interaction analytics so you can speak confidently about them during the interview.
✨Showcase Your Analytical Skills
Be prepared to discuss how you've used data to drive decisions in previous roles. Bring examples of how you've identified trends or issues through analytics and what actions you took to improve performance. This will demonstrate your ability to bridge operational insight with technical delivery.
✨Prepare for Real-Time Scenarios
Think about potential real-time challenges that could arise in a CCaaS environment. Prepare to discuss how you would monitor performance, make quick adjustments, and ensure service levels are maintained. This shows you're ready to handle the fast-paced nature of the role.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Ask about the team's current challenges with CCaaS or how they measure success in this role. This not only shows your interest but also gives you valuable insights into the company’s priorities.
