Configuration Analyst/Engineer (Contact Center)

At Acquire Intelligence, our mission is to help business work smarter.

We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence.

Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe.

If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Advance Your Career - Join us today and be part of a team where your work makes an impact!

WHY JOIN THE A-TEAM

Come for a career, stay for the fun!

Here's what's waiting for you:

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!)
• Recognition through our Value Awards — we celebrate your wins
• Real career growth with internal promotions
• Meaningful work with talented and supportive teams

Your future matters:

• 900 internal promotions every year
• 2,700+ leadership training courses

Extra rewards along the way:

• 14th Month Pay for employees who complete 5 years with us
• Generous referral incentives of up to ₱42,000 depending on the role

Enjoy work-life balance:

• 12 Vacation Leaves*
• 12 Sick Leaves*
• 1 Birthday Leave*

A Glimpse about the role:

This role sits within our Strategy team and plays a key part in ensuring our customer communications platforms are configured, maintained and continuously improved to support strong customer and employee experiences.

You will be responsible for the day‑to‑day configuration, optimisation and support of our CXone contact centre and associated telephony solutions. You will work closely with our Operations, Analytics and IT stakeholders to translate business requirements into practical system configurations.

Key Responsibilities

• Configure, maintain and support NiCE CXone components including call flows.
• Administer telephony platforms supporting inbound and outbound contact centre operations.
• Assist with CXone integrations with internal systems (e.g. CRM, workforce tools, reporting platforms).
• Troubleshoot and resolve contact centre and telephony incidents and configuration issues.
• Assist with testing and deployment of configuration changes and system enhancements.
• Work collaboratively with internal stakeholders to support operational requirements and service levels
• Escalate complex technical issues to vendors or senior technical resources when required

About You

You are a confident and methodical configuration specialist who enjoys working in operational environments and improving systems that people rely on every day. You are comfortable working independently on BAU tasks while collaborating closely with broader stakeholders.

Skills & Experience

• Hands‑on experience configuring and supporting NiCE CXone
• Experience with contact centre telephony environments
• Understanding of call routing, IVRs, queues, skills and user configuration
• Experience supporting contact centre users in a production environment
• Ability to translate business requirements into technical configurations
• Strong troubleshooting and problem‑solving skills

Desirable

• Exposure to workforce optimisation, analytics or reporting within CXone
• Experience supporting integrations with CRM or other business systems
• Familiarity with ITIL‑aligned incident and change management processes
• Experience in a contact centre or customer‑centric organisation

WHAT WE VALUE

We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don't take ourselves too seriously, just our results.

What are you waiting for Come for a career, stay for the fun!