CCaaS Configuration Analyst - Contact Centre

Worthing, West Sussex - Remote

Full time, Permanent

£31,646 Per Year Plus Various Company Benefits

Please note: although this role is predominantly remote, there may be occasions where you will be required to attend the head office. When required, accommodation will be provided.

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.

We are looking for someone with experience in a contact centre environment, ideally with exposure to CCaaS platforms and multi-channel customer interaction technologies. 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!
• Salary exchange pension
• Employee Charity Sponsorship Scheme
• Retail and Leisure Discounts
• Home Office Allowance
• Sophos @Home Protection
• Employee Assistance Programme
• 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 team.
  • 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.

Essential Key skills and experience

• Proven experience in a real-time management, workforce planning, or contact‑centre analytics role within a multi‑channel environment.
• Strong analytical and problem‑solving skills, able to interpret live data and act decisively.
• Excellent communication and influencing skills across technical, analytical, and operational teams.
• Advanced Excel skills and experience of dashboards or MI tools.
• Highly organised with the ability to prioritise and manage multiple tasks in a fast‑moving environment.
• Strong attention to detail, data accuracy, and process discipline.
• Understanding of contact centre metrics, call flows, customer and advisor behaviours, and best practices for performance optimisation.

Desirable

• Experience with Interaction Analytics, dialler administration, or IVR configuration.
• Practical experience configuring or monitoring NICE CXone (or equivalent CCaaS platform).
• Understanding of OFCOM outbound dialling regulations and GDPR requirements.
• Familiarity with Power BI, SQL, or scripting for data interrogation.
• Exposure to automation, bots, or AI‑based routing technology.
• Experience managing Jira or similar ticketing systems to track and resolve system issues.

Please note: All roles at Bluecrest Wellness will require a satisfactory criminal record check as part of our onboarding process.

Ready to Take the Next Step?

If you believe your skills, experience, and enthusiasm could make a real impact here at Bluecrest and you’re looking for a place where you can truly belong, we’d be thrilled to hear from you. Once we’ve reviewed your application, if it feels like a great match, one of our recruitment team members will be in touch for an initial chat. It’s a chance for us to get to know you better, and for you to ask any questions you might have about the role, the team, or life at Bluecrest. We’re excited to learn more about you!

Everyone is Welcome

We are committed to fostering an environment where everyone is treated with dignity and equality, regardless of background, identity, or circumstance. Our employment practices are firmly rooted in the principles of diversity, equity, and inclusion and all employment decisions are based on merit, role requirements and the evolving needs of our organisation. We believe that a diverse workforce brings fresh perspectives, drives innovation, and strengthens our ability to serve our community with compassion and excellence. Our mission is to build inclusive, collaborative teams where every individual feels valued, supported, and empowered to thrive. We celebrate individuality and encourage every team member to bring their whole self to work – because when people feel they truly belong, they do their best work. This commitment is not just part of our policy – it’s part of our purpose. It reflects who we are, how we lead, and how we grow together.

Other Info

Please note that this role is exempt from the provisions of Section 4(2) of the Rehabilitation of Offenders Act 1974 (Exceptions) (Amendment) Orders 1975 and 2001. As such, all convictions, cautions, and bind‑overs-including those considered 'spent'‑must be disclosed as part of the application process. We kindly ask recruitment agencies not to contact us regarding this vacancy. We are committed to managing our recruitment directly and appreciate your understanding. Any personal information you provide will be handled in accordance with our company's Privacy Policy, ensuring your data is treated with care and respect. Please be aware that we are currently unable to offer visa sponsorship for this position.