Salesforce Business Analyst

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This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$50.00/hr - $70.00/hr

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Job Title:
Salesforce Business Analyst

Location:
Remote/Hybrid (Rarely on site in Las Colinas/Irving, TX)

** MUST SIT IN DFW**

Schedule:
Monday-Friday, normal business hours

Job Description:

Insight Global is looking for a Salesforce Business Analyst will play a critical role in advancing the contact center program by identifying, designing, and supporting Salesforce-driven solutions that enhance customer experience and operational efficiency. This individual will serve as a key liaison between Product Owners, CxO business stakeholders, Vendors, and strategic business partners, ensuring Salesforce capabilities are fully aligned with contact center objectives.

What You’ll Do

• Understand Business Needs: Talk to different teams, figure out what they need, and turn those needs into Salesforce solutions.
• Improve Processes: Look for gaps in current contact center processes and suggest improvements using Salesforce tools.
• Write Requirements: Document what needs to be built, create user stories, define acceptance criteria, and map workflows.
• Test Solutions: Help test new Salesforce features to make sure they work as expected.
• Collaborate: Work with many groups—business leaders, IT, vendors, and product owners—to gather feedback and ensure solutions meet goals.

REQUIRED SKILLS AND EXPERIENCE

• 4+ years of experience as a Business Analyst with Salesforce Service Cloud CRM in a customer service or contact center environment.
• 4+ years in customer experience in a contact center environment.
• Strong understanding of contact center processes, KPIs, and omnichannel tools.
• Excellent communication, facilitation, and documentation skills.
• Experience working in Agile, Jira, Confluence.

NICE TO HAVE SKILLS AND EXPERIENCE

• Experience integrating CCaaS with Salesforce Service Cloud to streamline agent workflows.
• Familiarity with Salesforce Einstein/Agent Force, speech analytics, sentiment analysis, and predictive customer insights.
• Knowledge of healthcare contact center environments and regulatory considerations.
• Salesforce certifications (Admin, Business Analyst) a plus.

Mid-Senior level

Full-time

Analyst and Information Technology

Hospitals and Health Care and Data Infrastructure and Analytics

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Medical insurance

Vision insurance

401(k)

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