Job Responsibilities:

✦   Lead strategic visioning sessions and workshops (vision mapping, customer journeys, and roadmaps) to translate complex business needs into actionable system features and scalable solutions.

✦   Serve as the primary liaison between stakeholders and technical teams, utilizing expertise in Service Cloud (Case Management, Omnichannel, Console, Knowledge, and Service Cloud Voice).

✦   Architect multi-cloud and multi-system solutions, including CTI integrations and CRM Analytics, and create landscape diagrams and use cases.

✦   Conduct in-depth analysis of current systems, data, and operations to identify areas of improvement and create documentation aligned with business value drivers.

✦   Manage cross-departmental expectations and dependencies, translating data and automation needs into actionable recommendations.

✦   Demonstrate understanding of the Salesforce platform and its dependencies with relevant certifications and implementation experience.

✦   Guide and mentor junior members of the Business Analyst team to support delivery excellence.

Job Requirements:

✦   8+ years of experience delivering consulting services to medium and large enterprises with leadership in cross-functional workshops (10–50+ participants).

✦   Bachelor’s Degree in Computer Science, Business, MIS, or related field, or equivalent experience.

✦   Strong analytical, problem-solving, and troubleshooting skills with mature judgment under pressure.

✦   Proficiency with Lucidchart and Lucid Spark for process mapping and architectural visualization.

✦   Expertise in Sales Cloud and Service Cloud with required certifications.

✦   Knowledge of Tableau or CRM Analytics preferred.

✦   Strong collaboration and customer success mindset.

✦   Ability to work from a U.S.-based home office and travel up to 25%.

Job Application:

✦   Job Application Type: Link

​      Job Application Link: https://www.linkedin.com/jobs/search/?currentJobId=4379446979&f_TPR=r86400&geoId=103644278&keywords=salesforce&sortBy=R&start=975

Additional Details:

✦   Remote U.S. role.

✦   Salesforce Service Cloud and Service Voice architecture focus.

✦   Requires Sales Cloud and Service Cloud certifications.

✦   Travel up to 25%.

✦   Strong emphasis on AI-driven consulting and analytics.

✦   Mentorship responsibilities for junior team members.