Salesforce Business Analyst (CTI)

Job Title: Salesforce Business Analyst (CTI)

Location: New York, NY (Onsite)
Experience: 12+ Years
Employment Type: Contract
Visa Requirement: H1B, USC

Job Description

We are looking for an experienced Salesforce Business Analyst with strong expertise in CTI (Computer Telephony Integration) to support enterprise CRM and customer engagement initiatives. The ideal candidate will work closely with business stakeholders, contact center teams, and technical developers to deliver scalable Salesforce solutions.

Key Responsibilities

• Act as a liaison between business stakeholders and technical teams for Salesforce implementations.

• Gather, analyze, and document business requirements related to Salesforce Service Cloud and CTI integrations.

• Work with contact center teams to define call flows, IVR requirements, and agent workflows.

• Support CTI integrations with telephony platforms (e.g., Genesys, Amazon Connect, Avaya, Five9, etc.).

• Translate business needs into functional specifications, user stories, and acceptance criteria.

• Collaborate with Salesforce developers and architects on solution design and implementation.

• Support UAT planning, execution, and defect management.

• Ensure solutions align with Salesforce best practices and enterprise standards.

• Provide post-implementation support and continuous improvement recommendations.

Required Skills & Qualifications

• 12+ years of experience as a Business Analyst, with strong focus on Salesforce.

• Hands-on experience with Salesforce Service Cloud.

• Strong expertise in CTI integrations and contact center solutions.

• Experience with call routing, screen pops, IVR, and omni-channel workflows.

• Proficiency in requirements documentation (BRD, FRD, user stories, process flows).

• Strong stakeholder management and communication skills.

• Experience working in onsite, enterprise environments.