Salesforce BA/PO with Service Voice Cloud exp

Role- Salesforce BA/PO with Service Voice Cloud exp.

Location- Remote

Client expectations from the BA + PO role—

Extreme Ownership: While the role will report to the customer’s BSA/PO, you are expected to operate with full autonomy.

Proxy Presence: the role will represent the Customer PO in his / her absence on technical scrum ceremonies

Bridge: act as the translator between customer’s business language and the Technical AWS/Salesforce architecture.

Required Technical skills:

Salesforce: Proficient In-Service Cloud, Omni-Channel, and Service Cloud Voice (SCV).

AWS: Proficient in Amazon Connect (Contact Flows, Lex Chatbots, and CCP integration).

Legacy Systems: Practical understanding of how Genesys Cloud or Five9 handles queue management and SIP trunking to ensure nothing is “lost in translation.”