Sr. Level Salesforce BA C2c jobs w/Service Cloud // Remote Position

 

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