Required Skills: Salesforce Business Analyst, Service Cloud, Email-to-Case, Telephony, Live Chat, and Omni-Channel.

Job Description

Position: Salesforce Technical Business Analyst – Service Cloud

Location: On-site Orlando, FL

Duration: 12 Months

We are seeking a Salesforce Technical Business Analyst with deep expertise in Service Cloud capabilities, including Email-to-Case, Telephony, Live Chat, and Omni-Channel.

The ideal candidate will translate business requirements into functional solutions, working closely with stakeholders and technical teams to ensure successful implementation and adoption.

Experience Level: 8+ years

Key Responsibilities:

• Gather, document, and translate business requirements for Salesforce Service Cloud solutions.
• Configure and optimize Service Cloud features across Email, Telephony, Chat, and Omni-Channel.
• Partner with infrastructure teams on system integrations and platform migrations.
• Support testing, deployment, and user enablement efforts.
• Serve as the liaison between business and technical teams to ensure solution alignment.

Qualifications:

• Proven experience as a Salesforce Business Analyst, preferably with Service Cloud.
• Strong understanding of Salesforce Service processes and infrastructure dependencies.
• Experience supporting migrations and integrations (no coding required).

Excellent communication and stakeholder management skills