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EMEA Partner Enablement Analyst

You are a trusted solutions 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 an EMEA Partner Enablement 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 multi channel world of the contact center. Our goal is to be the number one agent desktop solutions provider and we are well on our way. To that end, or should we say, to that beginning, we are looking for an EMEA Partner Enablement Analyst who wants to be a key contributor and guide the growth of Upstream Works.

Reporting to our EMEA VP & GM, the EMEA Partner Enablement Analyst will be part of a team that enables Upstream Works’ partners to deploy Upstream Works’ solutions in Europe. You will play a key role training and supporting our partners in the install, design, configuration, customization and delivery of Omnichannel Contact Center solutions to contact centers of 50 agents and 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 on our strategy.

What you’ll do:

  • Collaborate with business users and determine how to configure or enhance the solution to best meet their needs and provide accurate estimates for enhancements.
  • Using a given product tool kit, perform integrations to customer CRMs, call recording and other call center systems.
  • Work closely with Upstream’s partners’ Project Managers and Implementation Specialists while delivering Contact Center solutions.
  • Be the voice of the customer when working with partners and interdepartmental teams.
  • Triage, prioritize and address defects that result from User Acceptance Testing, while managing customer expectations.
  • Provide project guidance for business decisions relating to functional design and ensure that technical development adheres to functional specification.
  • Leverage 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.
  • Train Partners on install, design, configuration, customization and delivery of Upstream’s product suite

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

  • You have a related degree and 3 years of experience gathering and analyzing 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 partners and 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.
  • And 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 have efficiently trained people on installation and configuration of a technical solution.
  • You are multilingual – Javascript and HTML. C# is nice to have.
  • You are Agile and so is your preferred development environment.
  • Topography is a bit of a hobby for you. And that comes in handy as you will need to rapidly cover the technology landscape we work with.
  • Required three month training period in Canada.

And who are we?

At Upstream, we eliminate the causes of headaches by deploying products and services for corporate and enterprise contact centers. We help solve tough problems by integrating software and using analytics to improve efficiency. And, 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 Christmas parties, family & 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, 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: “quae dicimus faciamus” – we do what we say.

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