Technica Business Analyst - Salesforce

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.

Job Description

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