Role: Salesforce Business Analyst
Location: Toronto, ON
Work Model: Hybrid preferred, open to remote
Start Date: Nov 2026
End Date: Mar 2027
Job Duties:
- Gather, analyze, and document business requirements for the migration to Service Cloud Voice.
- Facilitate workshops with service operations, contact center leadership, and IT stakeholders to define future-state processes, agent workflows, reporting requirements, and success metrics.
- Support backlog creation, user stories, testing, and business readiness activities.
Key Experience:
- Salesforce Service Cloud requirements gathering and analysis
- Contact center operations and customer service processes
- Process mapping, user story development, and acceptance criteria definition
- Service Cloud Voice and agent experience transformation initiatives
- User acceptance testing and change management support
