We are looking for a Salesforce Business Lead to support and enhance consumer care solutions, primarily using Salesforce Service Cloud. This role acts as the bridge between business teams and technical stakeholders, driving efficiency, system optimization, and end-to-end solution delivery.

Key Responsibilities:

• Gather, analyze, and prioritize business requirements related to customer care operations.
• Translate business needs into scalable Salesforce configurations using declarative tools.
• Document user stories, process flows, and functional requirements.
• Identify inefficiencies in current processes and recommend improvements using technology and automation.
• Collaborate with developers, testers, and business users throughout the solution lifecycle.
• Support test planning and execution, including user acceptance testing (UAT), and assist with training and change management.
• Maintain accurate documentation of system configurations, processes, and prioritized backlogs.
• Monitor and troubleshoot issues within Salesforce, coordinating with technical teams for resolution.
• Manage project timelines, milestones, and ensure alignment with business objectives.

Requirements:

• Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related field.
• Strong expertise in Salesforce Service Cloud; familiarity with Sales Cloud and SOQL is a plus.
• Proven experience gathering and documenting business requirements and translating them into technical solutions.
• Ability to create reports, dashboards, and workflows in Salesforce.
• Strong communication skills to effectively engage with stakeholders and cross-functional teams.
• Skilled in process analysis, solution evaluation, and identifying automation opportunities.
• Experience working within Agile or traditional SDLC environments.
• Detail-oriented, self-motivated, and capable of managing multiple priorities.