Consultant - Uniphore Support

We are looking to hire a Consultant with Uniphore Support experience who will provide hands-on hypercare for Uniphore support activities for our client — one of the largest companies based in Dubai.This position is a contract role and is renewable based on performance and business needs.We are looking for a hands-on operations professional who can stabilise day-to-day activity during adoption, resolve user issues promptly, and protect process quality and timelines. The ideal candidate will be able to manage the hypercare queue, validate workflows against approved business requirements, and support users through the transition period.Key responsibilities:Manage the hypercare queue, triage incidents, prioritise based on business impact, and track issues through to closure.Reproduce functional issues, assess their 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.Maintain a detailed issue log or tracker capturing status, resolution time, root cause, and ownership for every ticket.Escalate critical or unresolved issues to the appropriate IT or Uniphore team and follow through until closure.Identify recurring or high-frequency issues and recommend process, training, or system improvements to reduce future ticket volume.Support end-user training sessions and knowledge transfer during the adoption and stabilisation period.Prepare regular hypercare status reports and performance updates for Business Excellence and project stakeholders.Contribute to go-live readiness and post-go-live review activities, flagging risks to timeliness or process quality.Technical skills & competencies:Proven experience in operational hypercare, incident management, and process stabilisation.Strong working knowledge of reporting and ticket-management tools, with strong Microsoft Excel skills.Exposure to Uniphore or a comparable workflow, conversational AI, or automation platform.Ability to prepare clear operating procedures, issue logs, and performance updates.Service-oriented, and calm under pressure. Strong sense of ownership and disciplined follow-through.Collaborative, adaptable, and focused on timely resolution.Availability: Preference will be given to candidates available immediately or a maximum of 30 days after accepting the offer.We are looking for a candidate who will be able to work in Dubai, UAE. Please apply with your resume and remember to provide us with your contact details.