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HI

Salesforce Business Systems Analyst (BSA)

Han IT Staffing
Location not stated
Remote
Mid level
1 month ago
  • Salesforce
  • Amazon Connect
  • Five9
  • Genesys
  • triage
  • Agile
  • Salesforce CRM
  • Scrum
  • Jira
  • Confluence
  • Salesforce Service Cloud
  • CRM
1 month ago
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Job Type: Contract
Role: Salesforce Business Systems Analyst (BSA)
Focus: Salesforce + Contact Center Integration
Job Overview
We are seeking an experiencedSalesforce Business Systems Analyst (BSA) to support front-line business and technology initiatives involving Salesforce andContact 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 withNICE Contact Center is strongly preferred. Candidates withAmazon Connect, Five9, or Genesys experience will also be considered.
Key Responsibilities
  • Act as the primaryBusiness Systems Analyst supporting Salesforce-related initiatives.
  • Gather, analyze, and document business and functional requirements from stakeholders.
  • Translate business requirements into detailedSalesforce functional requirements and user stories.
  • Work closely with Salesforce developers, architects, QA, and integration teams.
  • Analyze and document integrations betweenSalesforce 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.
Required Skills
  • Strong experience as aSalesforce Business Systems Analyst / Salesforce BSA.
  • Strong understanding ofSalesforce CRM functionality and business processes.
  • Experience gathering requirements and creatinguser stories, functional specifications, process flows, and acceptance criteria.
  • Experience working with Salesforce developers and technical teams.
  • Strong understanding ofSalesforce integrations and APIs.
  • Experience with Contact Center / Customer Service environments.
  • Strong analytical, documentation, communication, and stakeholder-management skills.
  • Experience withAgile/Scrum methodologies.
  • Experience withJira, Confluence, or similar tools.
Contact Center Integration
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
Experience integrating these platforms withSalesforce Service Cloud or other CRM/customer-service applications is highly desirable.

Salesforce Business Systems Analyst (BSA) · Han IT Staffing

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