Description

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

This role is on-site.

Responsibilities

• Lead workshops for discovery, process re-engineering, and solution framing.
• Translate business outcomes into epics, user stories, and acceptance criteria (INVEST).
• Partner with Solution Architects to design scalable SFSC/Platform solutions, evaluating Flows vs. Apex trade-offs.
• Own requirements traceability through build, UAT, and launch while managing change and release readiness.
• Define data mapping, integration requirements (REST/SOAP, eventing, Middleware), and reporting needs.

Required Skills

• 7–10+ years as BA/PO in CRM/Service; 4+ years on Salesforce Service Cloud.
• Strong SFSC process knowledge including case lifecycle, routing, entitlements, macros, and omni.
• Hands-on experience with declarative tools (Flows, Approvals), data model, and security.
• Strong documentation skills using BPMN, user stories, and wireframes; proven UAT leadership.
• Understanding of integrations, APIs, and data migration approaches.
• 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 experience (CTI, Amazon Connect/Genesys/Nice).
• Certification in Salesforce Business Analyst, Service Cloud Consultant, or Admin.

Key Skills

Education

Bachelor's degree