Salesforce Business Systems Analyst (BSA)
Han Staffing
21 days ago
Remote
CRM Management
Job Type: Contract
Role: Salesforce Business Systems Analyst (BSA)
Focus: Salesforce + Contact Center Integration
Job Overview
We are seeking an experienced Salesforce Business Systems Analyst (BSA) to support front-line business and technology initiatives involving Salesforce and Contact Center integrations. The ideal candidate will bridge business requirements and technical solutions, working closely with business stakeholders, Salesforce teams, developers, QA, and contact center technology teams.
Experience with NICE Contact Center is strongly preferred. Candidates with Amazon Connect, Five9, or Genesys experience will also be considered.
Key Responsibilities
NICE Contact Center experience is preferred.
Candidates with experience in any of the following Contact Center platforms will also be considered:
Role: Salesforce Business Systems Analyst (BSA)
Focus: Salesforce + Contact Center Integration
Job Overview
We are seeking an experienced Salesforce Business Systems Analyst (BSA) to support front-line business and technology initiatives involving Salesforce and Contact Center integrations. The ideal candidate will bridge business requirements and technical solutions, working closely with business stakeholders, Salesforce teams, developers, QA, and contact center technology teams.
Experience with NICE Contact Center is strongly preferred. Candidates with Amazon Connect, Five9, or Genesys experience will also be considered.
Key Responsibilities
- Act as the primary Business Systems Analyst supporting Salesforce-related initiatives.
- Gather, analyze, and document business and functional requirements from stakeholders.
- Translate business requirements into detailed Salesforce functional requirements and user stories.
- Work closely with Salesforce developers, architects, QA, and integration teams.
- Analyze and document integrations between Salesforce and Contact Center platforms.
- Support contact center workflows including customer interactions, agent workflows, call routing, case management, and screen-pop functionality.
- Create process flows, functional specifications, acceptance criteria, and business process documentation.
- Participate in solution design discussions and help ensure solutions align with business requirements.
- Coordinate with technical teams to troubleshoot integration and application issues.
- Support SIT/UAT activities, test planning, defect triage, and business validation.
- Work with stakeholders to identify gaps, risks, dependencies, and process improvement opportunities.
- Support Salesforce enhancements, configuration changes, releases, and production implementations.
- Participate in Agile ceremonies including backlog refinement, sprint planning, daily stand-ups, demos, and retrospectives.
- Strong experience as a Salesforce Business Systems Analyst / Salesforce BSA.
- Strong understanding of Salesforce CRM functionality and business processes.
- Experience gathering requirements and creating user stories, functional specifications, process flows, and acceptance criteria.
- Experience working with Salesforce developers and technical teams.
- Strong understanding of Salesforce integrations and APIs.
- Experience with Contact Center / Customer Service environments.
- Strong analytical, documentation, communication, and stakeholder-management skills.
- Experience with Agile/Scrum methodologies.
- Experience with Jira, Confluence, or similar tools.
NICE Contact Center experience is preferred.
Candidates with experience in any of the following Contact Center platforms will also be considered:
- NICE / NICE CXone
- Amazon Connect
- Five9
- Genesys / Genesys Cloud