Uniphore Support Consultant

Role & responsibilities

Roles

Provide hands-on hypercare Uniphore implementation, stabilising day-to-day operations, resolving user issues promptly and protecting process quality and timeliness during adoption.

Responsibilities

• Manage the hypercare queue, triage incidents, prioritise business impact and track issues through closure.
• Reproduce functional issues, assess impact and document clear defect or enhancement requirements.
• Support users with Uniphore-enabled processes, clarify procedures and maintain FAQs and workarounds.
• Validate Uniphore workflows against approved business requirements and operating procedures.
• Coordinate with Business Excellence, IT and Uniphore teams on defects, fixes, releases and validation

Preferred candidate profile

• Operational hypercare, incident management and process stabilisation experience.
• Reporting and ticket-management tools, with strong Microsoft Excel skills.
• Exposure to Uniphore or comparable workflow, conversational AI or automation platforms.
• Ability to prepare clear operating procedures, issue logs and performance updates.