Job Description
Insight Global is looking for a Salesforce Business Analyst will play a critical role in advancing the contact center program by identifying, designing, and supporting Salesforce-driven solutions that enhance customer experience and operational efficiency. This individual will serve as a key liaison between Product Owners, CxO business stakeholders, Vendors, and strategic business partners, ensuring Salesforce capabilities are fully aligned with contact center objectives.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
• 4+ years of experience as a Business Analyst with Salesforce Service Cloud CRM in a customer service or contact center environment.
• 4+ years in customer experience in a contact center environment.
• Strong understanding of contact center processes, KPIs, and omnichannel tools.
• Excellent communication, facilitation, and documentation skills.
• Experience working in Agile, Jira, Confluence.
Nice to Have Skills & Experience
• Experience integrating CCaaS with Salesforce Service Cloud to streamline agent workflows.
• Familiarity with Salesforce Einstein/Agent Force, speech analytics, sentiment analysis, and predictive customer insights.
• Knowledge of healthcare contact center environments and regulatory considerations.
• Salesforce certifications (Admin, Business Analyst) a plus.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.