Technical Business Analyst
|Company:||Upstream Works||Location:||Vaughan, Ontario, Canada|
|Posted:||Friday, February 16, 2018|
Technical Business Analyst - Professional Services
Upstream Works provides software technology for customer care in the rapidly changing social, mobile and multichannel world. We are at the start of a major expansion, and are looking for a Professional Services Analyst that will be a key contributor to the growth of Upstream Works.
Reporting to the Manager of Professional Services, you will be part of a team of professionals that deploys Upstream solutions to its customers. You will play a key role in the design, configuration and delivery of Omnichannel Contact Center solutions.
What you'll do:
As a trusted advisor, collaborate with business users and determine how to configure the solution to best meet their needs.
Using a given product tool kit, perform integrations to customer CRMs, call recording and WFM platforms.
Work closely with Project Managers and Implementation Specialists while delivering Contact Center solutions.
Be the voice of the customer when working with interdepartmental teams.
Triage, prioritize and address defects that result from User Acceptance Testing, while managing customer expectations.
Supporting Project Management with status reporting, release planning, issue management, change management, customer communications, release notes, task assignments and team direction.
Providing project guidance for business decisions relating to functional design and ensuring that technical development adheres to functional specification.
Leverage the knowledge your knowledge of the product and expertise to derive an optimal solution.
Translate customer’s business requirements into clearly defined tasks.
Communicate design choices and clearly explain impact of design choices in business terms to customer.
Provide accurate estimates for enhancements and integrations, and deliver on commitments.
What you'll need:
An undergraduate degree in Science, Technology, Engineering or Mathematics (STEM) from a recognized North American institution
2 or more years of experience gathering and analyzing business requirements, drafting functional designs and delivering technical solutions
Technically competent in required technologies such as Cisco UCCE, MS IIS and MS SQL
Intermediate knowledge in MVC.NET and WebAPI
Experience in an agile environment an asset
Excellent technical, problem solving and troubleshooting instincts
A track record of continued technology learning
An ability and willingness to write clear, concise documentation
Able to learn quickly and easily adapt to a wide variety of challenges
Customer focused with a high degree of professionalism and ability to set clear expectations on project deliverables
Solutions focused with a track record of taking initiative to find the best solution
Willingness and experience working within a flexible and collaborative team environment
Strong communicator with demonstrated confidence, technical aptitude, and listening skills
The technology landscape:
The industry and our products cover a very broad range of technologies, and while it is not expected that you would be conversant with all of them, you must be able to come up to speed very quickly. Technologies include:
Large scale enterprise infrastructure (scalability, virtualization, redundancy)
User interface design
Microsoft technology stack (.NET, C#, IIS, Windows Server, MSSQL)
Linux web technologies (Tomcat, Apache, etc.)
TDM and IP telephony, networking technologies
Amazon Web Services and other "cloud" technologies
Business Intelligence and analytics
Designing for testability
Developing for browser independence
We are an Agile shop, and familiarity with Agile methodology is an asset.
The work environment is young, dynamic and entrepreneurial. We like to get things done, and have fun while we're doing it. More information about Upstream Works is available at www.upstreamworks.com.
We offer a competitive salary and benefits. Upstream Works is located in Vaughan (Hwy7 & Jane), Ontario.
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