Senior Business Analyst to support the migration to Salesforce Service Cloud Voice

Position Overview

We are seeking a senior Business Analyst to support the migration to Salesforce Service Cloud Voice. The successful candidate will work closely with business stakeholders, contact center leadership, service operations, and IT teams to gather requirements, define future-state processes, and support the successful implementation of Service Cloud Voice.

The ideal candidate will have strong experience with Salesforce Service Cloud, contact center operations, business process improvement, and customer service transformation initiatives.

Duration - 6 months

Work Mode - % Remote

Location - Toronto

Key Responsibilities

• Gather, analyze, and document business and functional requirements for the migration to Salesforce Service Cloud Voice.
• Facilitate workshops and requirements-gathering sessions with service operations, contact center leadership, and IT stakeholders.
• Analyze current-state contact center processes and define future-state workflows to improve agent productivity and customer experience.
• Document business processes, process flows, functional specifications, and system requirements.
• Collaborate with stakeholders to define agent workflows, reporting requirements, key performance indicators (KPIs), and success metrics.
• Translate business requirements into detailed user stories, acceptance criteria, and product backlog items.
• Work closely with Salesforce developers, solution architects, and implementation teams to ensure solutions align with business objectives.
• Identify process gaps, dependencies, risks, and opportunities for improvement throughout the migration.
• Support user acceptance testing (UAT), including test scenario development, test execution, defect tracking, and validation of business requirements.
• Assist with change management, training, documentation, and business readiness activities to support a smooth transition to Service Cloud Voice.
• Provide ongoing stakeholder communication and support throughout implementation and post-go-live stabilization.

Required Skills and Experience

• Proven experience as a Business Analyst supporting Salesforce Service Cloud implementations, enhancements, or migrations.
• Strong understanding of Salesforce Service Cloud, including case management, service processes, and agent workflows.
• Experience with contact center operations, customer service processes, and agent experience transformation initiatives.
• Knowledge of Salesforce Service Cloud Voice and its role in integrating telephony with Salesforce customer service workflows.
• Strong experience gathering and documenting business requirements, functional specifications, and process maps.
• Proficiency in developing user stories, acceptance criteria, and maintaining product backlogs.
• Experience facilitating stakeholder workshops and collaborating with business and technical teams.
• Hands-on experience supporting UAT, defect management, and business validation.
• Understanding of change management principles and business readiness activities.
• Excellent analytical, problem-solving, communication, and stakeholder management skills.

Nice to Have

• Previous experience with Salesforce Service Cloud Voice migration or implementation projects.
• Familiarity with contact center telephony platforms, CTI integrations, and omnichannel customer service solutions.
• Experience working in Agile or Scrum environments.
• Knowledge of contact center KPIs, including average handling time (AHT), first contact resolution (FCR), and customer satisfaction (CSAT).
• Salesforce certifications, such as Salesforce Certified Business Analyst or Salesforce Certified Service Cloud Consultant, would be an asset.