A boutique data and analytics consultancy serving the insurance industry is hiring a Uniphore Implementation Consultant for a 6–12 month client engagement. You'll own the Uniphore platform behind an insurance client's customer-service coaching program, so its team leaders can use Uniphore insights to find coaching opportunities and evaluate representative performance. This is hands-on platform work; the role does not coach representatives or train supervisors.

What you'll do

• Review the client's current Uniphore setup and improve its configuration, integrations, data and usability
• Turn contact center requirements into Uniphore configurations, business rules, workflows and dashboards
• Configure conversation analytics: topics, categories, keywords, sentiment, evaluation criteria and scorecards
• Set up automated and AI-assisted quality evaluation and the QA workflows around it
• Test and tune Uniphore results against real customer interactions
• Support integrations with telephony, CRM, contact center and reporting platforms, and own data and reporting
• Document the work and hand it over to the client's administrators and analysts

What you need

• Hands-on experience implementing, configuring or administering Uniphore in a contact center; similar platforms (NICE, Verint, Calabrio) are not a substitute
• Experience with conversation analytics, quality management or agent coaching capabilities
• Able to diagnose platform, data and integration problems
• Clear communication and documentation, and comfort leading your own engagement
• Based in the US
• Nice to have: U-Analyze, U-Capture, U-Assist or U-Coach, and integrations with Genesys, NICE, Five9, Amazon Connect or Salesforce

What's offered

• $125,000 – $165,000 base depending on experience as a W-2 employee, or about $60–$80/hour on contract
• Remote from anywhere in the US, with travel to the client up to 25%
• A defined 6–12 month engagement where you own the whole Uniphore stack