Job description

Salesforce Service Cloud and Amazon Connect Integration Analyst 💰 Salary: $78,061 - 94,009 per year At Confidential we are looking for a DevOps engineer! 🛠️ Our tech stack: AI, AWS, Azure, Cloud, CRM, DevOps, Support, JIRA, Salesforce, Security 📝 Rquirements: We require a candidate who possesses knowledge of Salesforce Service Cloud, particularly in Case Management, Omni-Channel, Knowledge, Service Console, and CTI integrations. A good understanding of Amazon Connect, including contact flows, routing, and reporting functionalities, is essential. Proficiency in business analysis tools for process mapping (such as Visio or Lucidchart), requirements documentation, and backlog management (Jira or Azure DevOps) is also expected. The candidate should have the ability to design customer experiences that align technology with service objectives and possess familiarity with Salesforce Reports & Dashboards and Amazon Connect metrics. A bachelor’s degree in Business Administration, Information Systems, or a related field is required, along with 3 to 5+ years of experience as a Business Analyst in CRM or contact center transformation projects. 👩‍💻👨‍💻 Your responsibilities are: In this role, I will engage with business stakeholders, contact center leaders, and end-users to capture both functional and non-functional requirements. I will translate these business needs into detailed user stories, acceptance criteria, and process flows while documenting current and future workflows for our customer service operations. I will work alongside Salesforce Administrators, Developers, and AWS specialists to ensure that our requirements are effectively implemented, defining use cases for a 360-degree customer view, knowledge management, and interaction history tracking. Additionally, I will facilitate workshops and sessions with agents, supervisors, and executives, acting as the bridge between business and technical teams to ensure project alignment. I will also develop and execute user acceptance testing (UAT) test cases and monitor KPIs to identify optimization opportunities, while staying current with feature releases and recommending enhancements. View this job and over 500 other transparent jobs with salaries (💰💰💰) & tech stacks (🛠️) on DevITJobs Category: DevOps Developer / Engineer Location address: Santa Fe Avenue 2001, Los-Angeles, United States Salary: $78,061 - 94,009 per year Benefits & perks that we offer: Confidential - More about us and the role: I am looking for a dynamic and strategic professional to fill this Business Analyst role, serving as the essential connector between business objectives, customer experience, and technical execution. The ideal candidate will have experience in large-scale CRM or contact center transformations, as well as a consulting or professional services background working with multiple clients. Exposure to AI-driven service enhancements like Einstein Bots, Amazon Lex, or sentiment analysis will be considered a plus. This position is a contract role, offering a salary range of $78,061.05 - $94,009.01 per year and requires in-person work. Are you looking for DevOps jobs in Los-Angeles?

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