ESaaS -Discovery Lead

Job Description

The ESaaS - Discovery Lead will play a crucial role in our Salesforce Service Cloud projects. They will collaborate closely with business stakeholders, especially those in contact center operations, to understand their needs and challenges. By conducting thorough requirement elicitation and business process mapping, the Discovery Lead will define and propose innovative and scalable solutions during the discovery phase. This role is key to ensuring our Salesforce implementations are tailored to our clients' unique business requirements.

Responsibilities

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.)

Qualifications

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

About Us

At Zensar, we're  'experience-led everything' . We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose:  Together, we shape experiences for better futures . Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is  ONE with Client  - a set of four core values that reflect who we are and how we work:  One Zensar, Nurturing, Empowering, and Client Focus .

Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.