Sr Business Solutions Analyst
Core
Strategic force transforming Customer Support operations through AI, designing AI-powered systems in Salesforce to maximize efficiency and deliver proactive service.
Role type
Sr Business Solutions Analyst (AI & Salesforce)
Builds
AI-powered customer support systems, intelligent case management frameworks, and self-service portals within Salesforce Service Cloud.
Domain
Cybersecurity / Customer Experience (CX) / Artificial Intelligence
Deliverable
production ML models | product features
Required skills
Business analysis, Product management, Salesforce Service Cloud expertise, AI/ML concepts, Requirements definition, Customer journey mapping, Voice of Customer (VoC) integration, Agile/Scrum, Cross-functional collaboration
Preferred skills
MBA degree, Experience leading refinement sessions
Technologies
Salesforce Service Cloud, SFDC, Omnichannel, AI/ML platforms
Responsibilities
Partner with Product Managers to build AI-powered support frameworks; Drive efficiency improvements by embedding AI into core workflows; Define requirements for customer journeys involving product discovery and guided troubleshooting; Own the functional lifecycle of Salesforce Service Cloud features; Lead functional design around Knowledge-Centered Service (KCS) adoption; Utilize analytics and VoC data for customer journey mapping; Bridge business needs with R&D to integrate AI models; Leverage ML insights to identify case trends and prioritize fixes; Establish and monitor success metrics for AI features.
Seniority
Senior, hands-on IC
