Key Responsibilities

Lead discovery workshops and requirement elicitation sessions with business stakeholders

Understand and document current-state (AS-IS) and future-state (TO-BE) processes

Drive process mapping for contact center operations and customer service workflows

Translate business needs into functional and high-level technical requirements

Define solution approach in alignment with Salesforce Service Cloud capabilities

Collaborate with Architects and Delivery teams for solution alignment

Identify gaps, risks, and dependencies during discovery phase

Prepare key artifacts including BRD, FRD, process flows, and use cases

Support estimation and roadmap planning based on discovery outcomes

Facilitate stakeholder alignment and sign-offs for requirements and scope

Domain Expertise

Strong experience in Contact Center Operations

Case Management lifecycle and Service Cloud processes

Customer support workflows, SLAs, and escalation models

Experience in Omni-Channel and customer service routing models

Required Skills (Must-Have)

Salesforce Service Cloud expertise (Mandatory)

Strong experience in requirement elicitation and stakeholder management

Process mapping (AS-IS / TO-BE) and business analysis

Workshops facilitation and documentation skills

Understanding of Omni-Channel, routing, and service workflows

Tools & Techniques

Process mapping tools (Visio, Lucidchart, Miro)

Agile / Scrum methodologies

Documentation tools (JIRA, Confluence, etc.)

Certifications

Salesforce Service Cloud Consultant (Preferred)

Business Analysis certifications (CBAP, PMI-PBA) preferred

Agile / Scrum certifications preferred

Experience

18+ years of IT experience

10+ years in Business Analysis / Discovery roles

Experience in Salesforce Service Cloud projects