Duration: 12+ Months
Location: Remote (Houston, TX; Green Bay, WI; Baltimore, MD)
Senior Salesforce Business Analyst to serve as the key liaison between business stakeholders and technical teams, driving Service Cloud implementations, enhancements, and integrations. Key ResponsibilitiesGather, analyze, and document business requirements, user stories, and functional specifications
Lead discovery sessions, workshops, and stakeholder interviews for customer service processes
Support Salesforce Service Cloud features including case management, omni-channel routing, CTI, knowledge, and automation
Collaborate with development and QA teams through the Agile lifecycle (sprint planning, backlog grooming, demos, retrospectives)
Manage requirements, sprints, and artifacts using Azure DevOps (ADO)
Support integrations between Salesforce Service Cloud and Amazon Connect
Perform UAT planning, execution support, and defect triage
14+ years as a Business Analyst supporting enterprise applications
Solid understanding of customer service, contact center operations, and CRM workflows
Email to: Chandana@EmcubeTech.com
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