Omnichannel Business Analyst

Work Set-up: Remote

Work Schedule: Night Shift

Job Description

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

Qualification

-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