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Technical Business Analyst (PSA)

Technical Business Analyst (PSA)



So, what is a Technical Business Analyst at Upstream Works?  At its core, we created an amazing hybrid role which is part Business Analyst and part Developer!  But since you will be part of our Professional Services team, we will refer to you formally as a Professional Services Analyst (PSA).

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 a Senior 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 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 a Professional Services Analyst who wants to be a key contributor and guide the growth of Upstream Works.

Reporting to the VP Professional Services, the Senior Professional Services Analyst will be part of a team that deploys Upstream Works’ solutions to its customers across North America and Europe. You will play a key role in the 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.
  • Use a given product tool kit, perform integrations to customer CRMs, call recording and other call center systems.
  • 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.
  • Support Project Management 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 2-3 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 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 are multilingual – C++, C#, .Net, Javascript, CSS, HTML
  • You are fluent in Microsoft SQL Server infrastructure and VMware
  • 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.
  • You are legally able to work in Canada


We offer a competitive salary and benefits.  We are located at 8000 Jane St in Vaughan, near Hwy 7.  The office is easily accessible by car or transit (both TTC and York Regional Transit).  More information about Upstream Works is available at

Interested candidates may apply by responding to this job posting only.   

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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