Salesforce Business Analyst (Communications Cloud)

ABOUT THE ROLE

We are looking for a Salesforce Business Analyst with experience in Salesforce Communications Cloud to bridge the gap between business stakeholders and technical execution teams. In this role, you will lead discovery workshops, analyze complex business processes, translate user needs into detailed functional requirements, and ensure high-quality delivery across our Salesforce platform engagements.

You will act as a key liaison across business partners, solution architects, developers, and QA teams to ensure solutions are scalable, user-centric, and aligned with organizational goals.

WHAT YOU'll DO

• Lead discovery sessions and stakeholder interviews to uncover business objectives, pain points, and process inefficiencies.
• Analyze, map, and document current-state and future-state business processes (AS-IS and TO-BE workflows).
• Translate business requirements into clear user stories, acceptance criteria, wireframes, and process flowcharts in Jira/Azure DevOps.
• Collaborate closely with Salesforce Architects and Developers to design scalable, out-of-the-box solution options and evaluate technical trade-offs.
• Facilitate backlog grooming, sprint planning, and user story refinement sessions with the delivery team.
• Plan, coordinate, and lead User Acceptance Testing (UAT), including writing test scenarios, managing user feedback, and triaging defects.
• Drive change management efforts, develop end-user training materials, and deliver hands-on training to foster platform adoption.
• Provide continuous operational support, evaluate feature adoption, and recommend platform enhancement opportunities.

WHAT WE'RE LOOKING FOR

Must-Have

• 4+ years of hands-on experience as a Business Analyst across Salesforce platform implementations.
• 1+ years of hands-on experience working specifically with Salesforce Communications Cloud (formerly Vlocity Communications).
• Demonstrated experience facilitating discovery workshops, process mapping, and user story creation.
• Strong, hands-on experience writing detailed acceptance criteria using standard formats (e.g., Given/When/Then).
• Proven track record leading User Acceptance Testing (UAT), user enablement, and change management initiatives.
• Proficiency with Agile methodologies and agile management tools (e.g., Jira, Confluence, Azure DevOps, Lucidchart, Miro).

Technical Depth

• Solid functional understanding of core Salesforce platform capabilities, data models, standard objects, security models, and automation features (Flows, Validation Rules).
• Functional familiarity with core Communications Cloud concepts (e.g., Enterprise Product Catalog, CPQ, Order Management, OmniStudio processes).
• Ability to distinguish between out-of-the-box Salesforce functionality and custom development requirements.
• Familiarity with Salesforce reporting, dashboards, and basic user administration to prototype solution ideas.

Preferred Certifications

• Salesforce Certified Business Analyst
• Salesforce Certified Administrator
• Salesforce Certified Communications Cloud Accredited Professional (a plus)
• Certified Business Analysis Professional (CBAP) or PMI-PBA (a plus, not required)

NICE TO HAVE

• Prior consulting or System Integrator (SI) experience on client-facing Salesforce projects.
• Background or domain knowledge in the Telecommunications industry.
• Basic knowledge of integration patterns, data migration concepts, and API integrations.