We are looking for a Salesforce Business Analyst to join our digital transformation team.
You will work on Service Cloud, Experience Cloud, and Omnichannel solutions to improve customer experience, automate workflows, and streamline business processes.

This role is ideal for someone with hands-on Salesforce expertise, strong business analysis skills, and CX application knowledge.

Required Skills & Expertise :

- 2- 4 years of Business Analyst experience; 2+ years in Salesforce.

- Strong knowledge of Service Cloud, Experience Cloud, CTI/Omnichannel.

- Hands-on skills in Salesforce Flows, Process Builder, Apex Triggers, Dashboards & Reporting.

- Exposure to CX tools like Gainsight, Chatbots, or Agentforce.

- Familiarity with Agile tools (Jira, Confluence, Slack).

- Excellent communication & stakeholder management skills.

Key Responsibilities :

- Gather, analyze, and document CX and Salesforce business requirements.

- Design and implement Salesforce automation (Flows, Process Builder, Validation Rules, Macros, CTI integrations).

- Partner with stakeholders and cross-functional teams to optimize customer success, service delivery, and case management

workflows.

- Build reports & dashboards to track KPIs, customer engagement, and system adoption.

- Support change management, training, and governance across Salesforce solutions.

Certifications (Preferred) :