Senior Salesforce Business Analyst

Senior Salesforce Business Analyst Customer Experience, Digital Agents & Salesforce Service Cloud

Location: India (Virtual)
Shift: 1:00 PM–11:30 PM IST | Duration: 10 hours

We seek a senior Business Analyst to drive customer experience initiatives across Salesforce Service Cloud, Voice and Email Digital Agents, Agent Assist, Contact Center technologies, and AI-powered customer service. The role works with business stakeholders, operations, product owners, architects, and technical teams to improve self-service, automation, customer experience, and agent productivity.

Key responsibilities

• Lead requirements workshops and document BRDs, FRDs, epics, user stories, acceptance criteria, process maps, journey maps, workflows, and traceability. Manage priorities, gaps, impacts, and the backlog.
• Define Voice, Email, Chat, and self-service journeys, including intents, authentication, case creation, contact matching, knowledge retrieval, routing, escalation, exception handling, and human handoff.
• For Email Digital Agents, define intake, classification, case creation and updates, account matching, communication templates, orchestration, and Salesforce, ERP, and backend integrations. Monitor containment and processing performance.
• For Contact Center and Agent Assist, define agent workflows, screen pops, skill-based routing, transfers, callbacks, IVR, omnichannel journeys, call transcription and summarization, quality monitoring, and productivity improvements.
• Partner with QA and delivery teams on SIT, UAT, defect triage, release readiness, production validation, training, and adoption.

Required experience

• Hands-on Salesforce Service Cloud: Case Management, Service Console, Omni-Channel, Knowledge, Email-to-Case, Entitlements, reporting, Agentforce, Einstein for Service, and Service Cloud Voice. Understand objects, fields, record types, flows, validation rules, roles, profiles, permission sets, and sharing and security.
• Experience with conversational AI, digital agents, virtual assistants, chatbots, Agent Assist, intent and conversation design, knowledge-grounded responses, AI summaries, and escalation logic.
• Strong Contact Center operations knowledge, including queues, IVR, agent desktops, omnichannel journeys, and workforce optimization. Experience with Five9, Genesys, NICE CXone, Amazon Connect, or another CCaaS platform is preferred.
• Agile/Scrum delivery; JIRA, Confluence, Visio or Lucidchart; SDLC, testing, release, and change management. SAFe exposure is preferred.

Preferred: Salesforce Administrator or Service Cloud Consultant certification; Service Cloud Voice (BYOT); email automation, Contact Center AI, Agent Assist, or Sierra; healthcare, pharmaceutical distribution, or customer service experience; and cross-functional integration work across Salesforce, CCaaS, Digital Agents, and ERP.

The ideal candidate can independently lead requirements, stakeholder alignment, and delivery across both Voice and Email customer experience programs.