Salesforce CX Business Analyst

3 days ago

Mohali, India Closeloop Technologies Full time

Job Title:
Salesforce CX Analyst (2–4 Years | Remote | Contract/Full-Time)

Role Overview
We are looking for a
Salesforce Business Analyst
to join our digital transformation team. 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

  • 2–4 years of Business Analyst experience; 2+ years in Salesforce.
  • 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

  • Gather, analyze, and document CX and Salesforce business requirements.
  • 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 Certified Administrator (Mandatory)
  • Salesforce Business Analyst (Preferred)
  • Salesforce Service Cloud Consultant (Preferred)

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