Configuration Analyst

Bluecrest Wellness; England; Hybrid; GBP 32,000; Full time

Job summary

A health intelligence company in the UK is seeking a Configuration Analyst to optimize its CCaaS Platform and enhance customer experience. This full-time, permanent role based in Worthing, involves monitoring various customer channels and ensuring compliance with standards. The ideal candidate will possess strong analytical and communication skills and have a background in real-time management. Various benefits including a competitive salary, training opportunities, and health perks are offered.

Benefits

Annual Leave

Sick Pay Scheme

Career Development Opportunities

Gym Membership Discounts

Home Office Allowance

Qualifications

• Proven experience in contact centre analytics within a multi-channel environment.
• Strong analytical and problem-solving skills.
• Excellent communication skills across teams.

Responsibilities

• Maintain real-time oversight of CCaaS modules and customer channels.
• Monitor user performance and escalate issues promptly.
• Support configuration and ensure compliance with standards.

Skills

Real-time management

Analytical skills

Communication skills

Excel proficiency

Organizational skills

Attention to detail

Tools

NICE CXone

Power BI

SQL

Job description

Company Description

At Bluecrest, we’re more than a health assessment provider - we’re the health intelligence company. Since our founding in 2012, we’ve been on a mission to make high-quality, affordable health monitoring accessible to everyone across the UK and Ireland. Serving both individual customers and businesses, we empower people to take control of their wellbeing through early detection and long-term health insights.

Our purpose is simple yet powerful: to give everyone confidence in their health. By 2028, our vision is to be the UK’s leading health intelligence company, delivering vital health insights to over a million people every single day.

We’re proud to help people live healthier for longer, and we do it by making personal health monitoring easy, affordable, and impactful.

Join us in shaping the future of health intelligence, where your work makes a real difference, every day.

Position

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.

Benefits

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 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 – 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.

Requirements

Key skills and experience

Essential

• 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.

Other information

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.