Summary

We are looking for a collaborative, business‑focused Omnichannel Business Analyst to support and enhance our customer engagement platforms, including Five9, Salesforce Service Cloud, Salesforce Sales Cloud, and related omnichannel applications.

This role is ideal for an analytical problem‑solver who excels at understanding business processes, gathering requirements, and translating needs into system capabilities. The analyst will partner closely with stakeholders across Operations, Technology, Product, and Vendor Teams to drive efficiency, improve customer interactions, and support adoption of our omnichannel tools.

Key Responsibilities

Business Analysis & Process Optimization

Partner with business stakeholders to understand workflows and opportunities for improvement
Document business requirements, user stories, and process flows
Identify optimization opportunities within agent workflows and customer experience paths
Translate business needs into functional specifications
Manage ADO backlog for Omnichannel team, including supporting Agile activities such as sprint planning

Platform Support: Five9 & Salesforce

Assist with light configuration changes in Five9 and Salesforce
Support troubleshooting of Salesforce + Five9 connections
Perform initial triage and collaborate with technical teams
Help coordinate release activities and testing

Vendor & Cross‑Functional Coordination

Work closely with Five9, Salesforce, and other vendors

Training, Change Management & Adoption

Create user documentation, process guides, and training materials
Conduct trainings, demos, and enablement workshops
Encourage adoption of new features; gather user feedback

Quality Assurance & Testing

Develop and execute test scripts
Validate cross‑platform functionality between Five9 and Salesforce
Support user acceptance testing

Required Skills & Qualifications:

Bachelor's degree in Business Administration, Information Systems, Communications, or related
1–3 years in a business systems or operations analyst role
Experience supporting Salesforce
Understanding of contact center technologies like Five9
Strong communication and requirements‑gathering skills
Ability to troubleshoot based on processes and system interactions
Strong attention to detail and ability to multitask

Preferred Qualifications:

Hands‑on experience with Five9
Familiarity with Salesforce CTI connectors and CRM integrations
Vendor coordination experience
Exposure to Agile
Experience writing training materials
Basic understanding of APIs or system dependencies

Omnichannel Business Analyst (Five9 and Salesforce)