Phase2
CXHub Specialist
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Role Description
The CXHub Specialist is a full-time, hybrid role based in Brighton, with flexibility for some work from home. This role is responsible for configuring, maintaining, and optimizing Phase2’s CXHub and related cloud contact centre solutions to support client customer experience strategies.
Day-to-day activities include:
- Monitoring system performance
- Troubleshooting issues
- Managing configurations
- Supporting integrations across channels and tools
- Primarily helping customers get the most out of the solutions they take from us
The CXHub Specialist will collaborate closely with clients and internal teams to translate business requirements into technical solutions, document processes, and provide training or guidance on platform capabilities. The role also involves analysing customer interaction data, identifying opportunities for improvement, and contributing to continuous enhancement of AI-powered and automated CX workflows.
The successful candidate will be fully supported through their development and given the opportunity to gain recognised qualifications through our partners Five9, Evaluagent, and others. This is a great opportunity to start a career in the contact centre software space.
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Qualifications
- Previous experience working in a contact centre as an agent, team leader, or something similar would be hugely valuable.
- Experience with cloud contact centre platforms (CCaaS), omnichannel routing, and integration with business communications tools would be good but not essential.
- Knowledge of AI, automation, and workflow configuration to support scalable customer experience solutions would be good but not essential.
- Skills in data analysis, reporting, and dashboards to interpret customer interaction metrics and performance trends.
- Understanding of WFM/WEM, quality assurance processes, and compliance requirements, including PCI-compliant payments would be good but not essential.
- Strong problem-solving abilities, attention to detail, and comfort working with technical documentation and system configurations.
- Effective communication and collaboration skills, with the ability to work cross-functionally and engage with clients in a clear, professional manner are a must.
- Previous experience in a contact centre, CX operations, or SaaS/technology support environment is highly beneficial.
- Relevant education or professional certifications in IT, customer experience, or related fields are an advantage.
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Company Description
Phase2 is a specialist Cloud Contact Centre (CCaaS) solutions partner that designs, implements, and manages bespoke, data-driven platforms to transform customer experience and business operations. The team focuses exclusively on contact centre technology, using AI-powered CX to deliver measurable results and clear business value.
Phase2 helps organisations drive digital transformation, enabling outstanding customer experiences today while preparing their operations for the future. The company simplifies complex technology landscapes by consolidating multiple vendors into integrated solutions that cover AI and automation, WFM/WEM, quality assurance, omnichannel routing, analytics, real-time reporting, and PCI-compliant payments.
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