Summary
We are looking for a collaborative, businessfocused 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 problemsolver 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 & CrossFunctional 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 crossplatform functionality between Five9 and Salesforce
- Support user acceptance testing
Required Skills & Qualifications:
- Bachelor's degree in Business Administration, Information Systems, Communications, or related
- 13 years in a business systems or operations analyst role
- Experience supporting Salesforce
- Understanding of contact center technologies like Five9
- Strong communication and requirementsgathering skills
- Ability to troubleshoot based on processes and system interactions
- Strong attention to detail and ability to multitask
Preferred Qualifications:
- Handson 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
