Business Analyst - Salesforce Developer

Key Responsibilities

• Ability to work with cross-functional teams, including sales, marketing, and customer support and Accounts to gather change requirements and deliver solutions that meet business needs.
• Ensure salesforce developments are completed per sprint on timely manner in Salesforce, Telephony CTI and TCRM Analytics
• Salesforce Incident Management including Administrator tasks like user management, security settings, data privacy, and customization of objects, fields, and report management
• Trouble-shoot under-performing areas; ensure operations/resources alignment; escalate issues if needed
• Track and manage Telephony service provider SLAs and participate in enhancing CTI systems
• Review service performance reports. Understand service levels trends. Escalate on non-performance
• Assist in verification of service provider project proposals, change requests, effort estimation etc.
• Assist in sprint scoping and planning and monitoring UAT and development cycle
• Ability to learn and adapt to new technologies quickly.

Note - Salesforce Development experience is mandatory.