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
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
