We are looking for a skilled and experienced Functional Business Analyst to join our team.
The successful candidate will be responsible for supporting our sales, service, and marketing teams by analyzing business processes and requirements and designing effective solutions using the Salesforce and Five9 platforms.
You will be responsible for working closely with stakeholders to gather requirements, design solutions, and implement changes in a timely and efficient manner.
Key Responsibilities:
Analyze business processes and requirements to identify opportunities for improvement and recommend solutions for both CRM and CCaaS platforms
Collaborate with stakeholders to define business requirements, user stories, and user acceptance criteria
Configure and customize Salesforce to meet business requirements and specifications Design, develop and maintain Salesforce dashboards, reports, and automations Conduct testing and ensure the quality of all solutions before releasing to production
Provide on-going support for Salesforce end-users, troubleshoot and resolve issues as they arise
Monitor and maintain Salesforce data quality to ensure accuracy and consistency
Qualifications:
Minimum Qualifications:
5+ years of call center experience or 2+ years of workforce management experience.
Proficiency in Microsoft Office, particularly Excel.
Familiarity with workforce management software.
Strong analytical and organizational skills.
Excellent written and verbal communication abilities.
Preferred Qualifications:
Relevant certifications or advanced degrees.
Additional years of experience in workforce management.
Experience with CRM systems such as Calabrio, Verint, Five9, or Salesforce.
Ability to thrive in a fast-paced, high-pressure office environment.
