Professional Services Analyst

LB040619 | Permanent | Home Based | 60K - 65K Basic


This is a home-based role within the UK with requirement to travel to customer sites. The customer focused Professional Service Specialist will be a key part of our Client's deployment team, contributing to the entire development lifecycle and working closely with end users to optimize solution performance. The successful Candidate must have proven knowledge of contact centre technologies, as well as experience with MS Applications and good programming skills. Applicants must already be based in the UK.

Responsibilities & Requirements


  • As a key part of the deployment team, work closely with end users to effectively improve solutions performance.
  • Carry out important technical gathering to understand customer requirements and plan tasks appropriately.
  • Contribute to the entire development lifecycle from design to deployment.
  • Ensue that technical development is in line with functional specifications.
  • Provide key support to end users with system configuration.
  • Create optimal bespoke solutions by using technical and product expertise.
  • Collaborate with Project Management and Implementation teams to deliver solutions within the required timeframe.
  • Proactively work towards improving customer relationships and experience.
  • Act as a trusted technical advisor to customers and ensure they are aware of the business impact of their chosen design.
  • Appropriately communicate customer requirements to relevant internal teams.
  • Using outstanding product knowledge, provide customers with accurate estimates and define optimal solutions.
  • Create and deliver relevant reports and updates to project management teams.
  • Assist with change management when needed.



  • Significant experience in collecting, analysing and understanding business requirements.
  • Role relevant education and degree is required.
  • Programming skills would be beneficial (C#, CSS, HTML or JavaScript).
  • Understanding of and experience with contact centre technologies.
  • Skills and ability to work in line with Agile framework.
  • Excellent team player.
  • Good Windows application server experience (IIS and MSSQL).
  • Excellence in proactively finding and solving problems.
  • Cisco Contact Centre experience would be highly advantageous.
  • Ability to assess requirements and deliver the appropriate solutions.
  • Strong and confident communicator both verbal and written.
  • Experienced presenter with ability to lead meetings.
  • Ability to actively listen and influence.
  • Genuine passion for technology and self-development.
  • Ability to interpret and deliver business reports to various audiences.
  • Customer focused with the ability to build lasting business relationships.
  • Excellent interpersonal and relationship building skills.


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Posted by

Lauren Beedon

Position: Recruitment Director

  • Tel: +44 (0)115 838 9492



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