About PremiumIQ
PremiumIQ specializes in data analytics for the insurance industry. They help their clients leverage data and advanced analytics to reduce loss ratios, increase revenue, improve claim processing efficiency, and enhance customer satisfaction. They provide technical leadership to help insurance companies develop future-proof data solutions and elevate their technology teams.
Their solutions are adaptable and continuously improving, enabling self-service at scale on all types of data, whether it's big data, structured data, or unstructured data. Their singular focus on insurance data analytics enables them to bring unparalleled expertise and value to their clients.
The Role
We are seeking an experienced
Uniphore Implementation Consultant
to support a client that is using Uniphore technology to improve the effectiveness of its customer service coaching program.
The consultant will be responsible for the
technical and functional implementation, configuration, and optimization of the Uniphore platform
. The objective is to enable the client's customer service team leaders to use Uniphore-generated insights to identify coaching opportunities, evaluate representative performance, and conduct more effective coaching.
This role is
not responsible for coaching customer service representatives
. Rather, the consultant will implement and optimize the Uniphore technology that enables the client's team leaders to coach their representatives.
What You Will Get To Do
Implement, configure, and optimize Uniphore capabilities supporting
contact center quality management, performance analytics, and coaching
.
Assess the client's existing Uniphore implementation and identify configuration, integration, data, and usability improvements.
Translate contact center business requirements into Uniphore configurations, business rules, analytics, workflows, and dashboards.
Configure conversation analytics to identify representative behaviors, customer interaction characteristics, and potential coaching opportunities.
Configure and refine topics, categories, keywords, phrases, sentiment measures, evaluation criteria, scorecards, and related analytical components.
Configure the platform to identify and surface
coaching opportunities to customer service team leaders
.
Implement dashboards, alerts, reports, and workflows that enable team leaders to understand representative performance and determine where coaching may be needed.
Configure and optimize automated or AI-assisted quality evaluation capabilities.
Validate Uniphore-generated insights, classifications, scores, and recommendations against actual customer interactions and business expectations.
Tune analytical models, rules, thresholds, and configurations to improve the accuracy and usefulness of Uniphore outputs.
Troubleshoot platform configuration, integration, data, transcription, and analytics issues.
Support integration between Uniphore and relevant contact center, telephony, CRM, data, and reporting platforms.
Establish repeatable processes for maintaining and enhancing the Uniphore implementation.
Provide technical and functional knowledge transfer to client administrators, analysts, and support personnel.
Document platform configurations, integrations, business rules, workflows, and support procedures.
Work collaboratively with contact center operations, IT, analytics teams, and Uniphore resources.
What You Bring To The Team
Desired Experience
Candidates should have direct, hands-on experience implementing and configuring
Uniphore in a production contact center environment
, preferably including several of the following:
Conversation and interaction analytics
Automated quality management
Agent/representative performance analytics
Coaching enablement technology
Speech and text analytic
Sentiment and behavioral analytics
Topic, category, keyword, and phrase configuration
Evaluation forms and scorecards
Business rules and coaching triggers
Dashboards, alerts, and performance reporting
Call transcription and interaction processing
Uniphore administration and configuration
Integration with telephony, CRM, contact center, and enterprise data platforms
Experience with relevant Uniphore products and capabilities such as
U-Analyze, U-Capture, U-Assist, U-Coach, or their current equivalents
is highly desirable.
Technical Skills The ideal candidate will have experience in several of the following areas:
Uniphore platform configuration and administration
Speech and conversation analytics
Contact center data and interaction processing
API and systems integration
CRM and contact center platform integration
Data mapping and transformation
Dashboard and reporting configuration
Testing and validation of analytics outputs
Troubleshooting platform and integration issues
Production deployment and support
Experience integrating Uniphore with platforms such as
Genesys, NICE, Five9, Amazon Connect, Salesforce, or similar technologies
is a plus.
Required Qualifications
3+ years of hands-on experience implementing, configuring, administering, or supporting Uniphore solutions.
Demonstrated experience with Uniphore in a customer service or contact center environment.
Experience implementing conversation analytics, quality management, agent performance, or coaching-enablement capabilities.
Strong knowledge of contact center settings.
Strong understanding of Uniphore configuration and administration.
Ability to translate business requirements into platform configurations and technical solutions.
Experience testing and validating conversation analytics and AI-generated results.
Experience diagnosing and resolving platform, data, and integration issues.
Strong communication skills and ability to work directly with business and technology stakeholders.
Ability to document solutions and transfer technical knowledge to client personnel.
Bachelor Degree in Computer Science or related major
Candidate can reside anywhere within the U.S. and work remotely; however, must be flexible to travel to the client location up to 50%
Must be authorized to work for any U.S. employer without requiring immigration processing
Preferred Qualifications
Experience implementing Uniphore for large or complex contact centers.
Experience with AI-enabled quality management and coaching-enablement solutions.
Experience integrating Uniphore with contact center, CRM, telephony, and enterprise data platforms.
Experience implementing conversation intelligence and speech analytics.
Previous consulting experience assessing and improving an existing Uniphore implementation.