Uniphore Implementation Consultant

The Role

Our client is 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.