Salesforce Business Analyst with Contact Center Exp.
Franklin, Tennessee (Hybrid)
FTE or Contract

Salesforce Business Analyst responsible for discovery workshops, process mapping, requirements elicitation, user stories, acceptance criteria and backlog support across Customer360, Case360, Dealer360 and related workstreams.
Coordinate with Client stakeholders, support UAT, manage requirement traceability and enable adoption of standardized Salesforce processes. The role will work closely with Client product owners, business SMEs, operations teams and delivery squads to convert business goals into actionable epics, user stories, acceptance criteria and process flows.
Responsibilities include discovery facilitation, backlog refinement, dependency tracking, UAT coordination, requirement traceability, demo support, change impact inputs and alignment of Case360, Customer360 and Dealer360 capabilities to Client operating priorities.
Lead current-state and future-state business process analysis across Contact Center, Case360, Customer360, Dealer360, and related business functions.
Facilitate cross-functional workshops with business, operations, product owners, architects, and integration teams to drive requirement alignment and solution definition.
Analyze business gaps, process inefficiencies, and automation opportunities to support business process transformation objectives.
Collaborate with architects and developers to validate solution designs, business rules, data requirements, and integration needs.
Support Data360 initiatives by defining business data requirements, data mapping, reporting needs, and customer journey use cases.
Create process flows, business requirement documents, functional specifications, user journey maps, and acceptance scenarios.
Drive backlog prioritization and release planning activities in partnership with Product Owners and Scrum teams.
Support SIT, UAT, defect triage, release validation, and go-live readiness activities across multiple workstreams.
Partner with Change Management and Training teams to support business readiness, user adoption, and process standardization initiatives.
Track business value realization metrics, KPI improvements, and transformation outcomes."

Salesforce Business Analyst with Contact Center Exp.

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