Description

You will lead requirements definition and solution design for Salesforce Service Cloud implementations.

Responsibilities

• Lead workshops for discovery, process re-engineering (As Is/To Be), and solution framing.
• Translate business outcomes into epics, user stories, and acceptance criteria (INVEST).
• Define and validate SFSC capabilities (Cases, Omni Channel, Knowledge, CTI, Digital Engagement, Entitlements/SLAs).
• Partner with Solution Architect/Engineering to design scalable SFSC/Platform solutions (including Flows vs Apex trade-offs).
• Own requirements traceability through build, UAT, and launch; manage change and release readiness.
• Define data mapping, integration requirements (REST/SOAP, eventing, Middleware), and reporting/analytics needs.
• Establish BA standards: backlog hygiene, prioritization, OKRs, and value realization.

Required Skills

• 7–10+ years as BA/PO in CRM/Service; 4+ years on Salesforce Service Cloud.
• Strong SFSC process knowledge (case lifecycle, routing, entitlements, macros, omni, digital channels).
• Hands-on with declarative tools (Flows, Approvals), data model, security, permissions.
• Strong documentation skills (BPMN, user stories, wireframes), and UAT leadership.
• Understanding of integrations, APIs, and data migration approaches.
• Excellent stakeholder management; comfortable influencing across business and tech teams.
• Familiarity with REST/SOAP, Eventing, and Middleware patterns.
• Bachelor's degree.

Preferred Skills

• Exposure to AI features (Einstein Bots/Copilot for Service, Article Recommendations).
• Contact center integration (CTI, Amazon Connect/Genesys/Nice).
• Certification in Salesforce Business Analyst, Service Cloud Consultant, or Admin.

Key Skills

Education

Bachelor's degree