Professional Services

Professional Services Analyst


You are a trusted advisor, who is solutions focused, and you place a high value on happy customers. You like dealing with real people and real solutions, but you want to keep your hand in programming too. You are a Professional Services Analyst and you want to bring common sense to project deliverables.

We are Upstream Works, a Cisco preferred solutions partner, and we provide software technology for customer care in the rapidly changing social, mobile and omnichannel world of the contact centre. Our goal is to be the number one agent desktop solutions provider and we are well on our way. We are looking for a Professional Services Analyst who wants to be a key contributor to the growth of Upstream Works.

Position Summary:

Reporting to the Director of Professional Services, the Professional Services Analyst will be part of a team that deploys Upstream Works’ solutions to its customers across the globe. You will play a key role in the design, configuration, customization and delivery of omnichannel contact centre solutions ranging in size from 50 to 5000 agents. You set the standard for execution and you will jump through hoops and bend over backwards to ensure every implementation results in a happy, profitable customer experience. You are seeking a piece of the glory – a chance to work for a growing company and actively influence how we build out our strategy.

What you’ll do:

  • Collaborate with business users and determine how to configure or enhance the solution to best meet their needs.
  • Provide accurate estimates for enhancements.
  • Using a given product tool kit, perform integrations to customer CRMs, call recording and other contact centre systems.
  • Work closely with Project Managers and Implementation Specialists while delivering contact centre solutions.
  • Be the voice of the customer when working with interdepartmental teams.
  • Triage, prioritise and address defects that result from User Acceptance Testing, while managing customer expectations.
  • Support Project Manager with status reporting, release planning, issue management, change management, customer communications, release notes, task assignments and team direction.
  • Provide project guidance for business decisions relating to functional design and ensuring that technical development adheres to functional specification.
  • Leverage your knowledge of the product and expertise to derive an optimal solution.
  • Apply your expertise to provide estimates to the clients.
  • Translate customer’s business requirements into clearly defined tasks.
  • Communicate design choices and clearly explain impact of design choices in business terms to customer.

Here’s how your intelligence, dedication, and drive come into play:

  • You have a related degree and 5 years of experience gathering and analysing business requirements, drafting functional designs, delivering technical solutions
  • You are all about the team – both the internal and external team members coming together in perfect harmony.
  • You have strengths in understanding business needs and creating solutions to meet them.
  • Your personal mission is solving problems for your clients.
  • Clear communication is your biggest advantage and your best tool, be it in client meetings, developer requirements meetings, Agile Scrums, reports, presentations, or documentation.
  • You understand that communication is a two-way street – your listening skills are incomparable.
  • You are truly, and deeply in love with technology. You have spot-on problem-solving instincts and you continue to learn new technologies at super speed.
  • You are multilingual – C#, .Net, Javascript, CSS, HTML
  •  You are Agile and so is your preferred development environment.
  •  Topography is a bit of a hobby for you, which will come in handy in this role as you will need to rapidly cover the technology landscape we work with.

Who are we?

At Upstream Works, we eliminate the causes of headaches by deploying products and services for corporate and enterprise contact centres. We help solve tough problems by integrating software and using analytics to improve efficiency. We are proud to say we can do this in the fastest time in the industry.

We are a group of modest, dedicated, hard-working, family-friendly, close-knit people who enjoy seasonal parties, family and friend picnics, and a culture of making the extra effort to do what we say we will, and make sure it benefits all of us. Oh, and axe throwing; sometimes we put dangerous weapons in the hands of our employees and no one gets hurt! And because we are lean, everyone has the opportunity to make decisions, affect changes and see results right away. You can directly drive the success of the company.

At Upstream Works, we live and work by our culture of collaboration, delivery and respect for each other. When we hand out business cards to our friends and peers, they say: Faciemus Quae Dicimus – we do what we say.

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Interested in applying? Send your resume to

Upstream Works welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.