Business Analyst

Job Description

Join our Global Consumer Services team to lead Salesforce and NICE InContact VCC integration initiatives. You'll work cross-functionally with business and IT teams to design, implement, and optimize solutions that improve customer service operations.Key Responsibilities:

Drive full lifecycle project execution (analysis to deployment) for Salesforce Service Cloud.

Lead business/IT requirement sessions and translate needs into scalable Salesforce solutions.

Manage system enhancements, integrations (legacy/cloud), and go-live support.

Own business continuity tasks including root cause analysis, configuration updates, and platform optimization.

Collaborate with vendors and internal teams to ensure aligned delivery.

Qualifications:

5+ years’ experience in Salesforce Service Cloud, NICE InContact VCC/IVR.

Salesforce certifications (Admin, Analyst, or Consultant).

Experience in legacy s...