Job Title: Senior Salesforce Business Analyst (Service Cloud)
Location: Remote (U.S.)
Travel: Less than 10% (Houston, TX; Green Bay, WI; Baltimore, MD)
Year Long Contract
Job Summary
We are seeking a Senior Salesforce Business Analyst with deep experience in Salesforce Service Cloud to support enterprise customer service and contact center initiatives. This role will partner closely with business stakeholders, product owners, and technical teams in an Agile environment to translate business needs into scalable Salesforce solutions. Experience integrating Salesforce with Amazon Connect is a strong plus.
Key Responsibilities
Serve as the primary liaison between business stakeholders and Salesforce technical teams to gather, analyze, and document business requirements
Lead discovery sessions, workshops, and stakeholder interviews focused on customer service, case management, and contact center processes
Translate business requirements into clear user stories, functional specifications, process flows, and acceptance criteria
Support Salesforce Service Cloud implementations and enhancements, including case management, omni-channel routing, CTI, knowledge, and automation
Collaborate with development and QA teams throughout the Agile delivery lifecycle, including sprint planning, backlog grooming, demos, and retrospectives
Support integrations between Salesforce Service Cloud and Amazon Connect, including call routing, screen pops, and customer interaction data
Manage requirements, user stories, and sprint artifacts using Azure DevOps (ADO)
Perform UAT planning, execution support, and defect triage to ensure solutions meet business expectations
Drive continuous process improvement and recommend best practices aligned with Salesforce and contact center capabilities
Required Qualifications
8+ years of experience as a Business Analyst supporting enterprise applications
Strong hands-on experience with Salesforce Service Cloud in complex, enterprise environments
Solid understanding of customer service operations, contact center workflows, and CRM best practices
Proven experience working in Agile/Scrum environments
Hands-on experience using Azure DevOps (ADO) for backlog, sprint, and requirement management
Strong documentation, communication, and stakeholder management skills
Ability to work independently in a remote environment while collaborating with distributed teams
Preferred / Nice-to-Have Qualifications
Experience integrating Salesforce Service Cloud with Amazon Connect
Salesforce certifications (e.g., Salesforce Business Analyst, Service Cloud Consultant, Administrator)
Experience supporting large-scale CRM or contact center transformation initiatives
Prior experience supporting multi-location or geographically distributed business teams
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