Salesforce CX Business Analyst
2 weeks ago
Job Title : Salesforce CX Analyst (24 Years | Remote | Contract/Full-Time)
Role Overview :
You will work on Service Cloud, Experience Cloud, and Omnichannel solutions to improve customer experience, automate workflows, and streamline business processes.
This role is ideal for someone with hands-on Salesforce expertise, strong business analysis skills, and CX application knowledge.
Required Skills & Expertise :
- Strong knowledge of Service Cloud, Experience Cloud, CTI/Omnichannel.
- Hands-on skills in Salesforce Flows, Process Builder, Apex Triggers, Dashboards & Reporting.
- Exposure to CX tools like Gainsight, Chatbots, or Agentforce.
- Familiarity with Agile tools (Jira, Confluence, Slack).
- Excellent communication & stakeholder management skills.
Key Responsibilities :
- Design and implement Salesforce automation (Flows, Process Builder, Validation Rules, Macros, CTI integrations).
- Partner with stakeholders and cross-functional teams to optimize customer success, service delivery, and case management
workflows.
- Build reports & dashboards to track KPIs, customer engagement, and system adoption.
- Support change management, training, and governance across Salesforce solutions.
Certifications (Preferred) :
- Salesforce Business Analyst (Preferred).
- Salesforce Service Cloud Consultant (Preferred).
(ref:hirist.tech)
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