We're seeking a technically-savvy Business Analyst to bridge the gap between our Customer Operations project specialists and Business Technology development teams. You'll be the 'technical translator' who speaks both business and developer language fluently, reducing clarification cycles and accelerating our call center system enhancements. As our team's technical capabilities mature, this role will evolve from requirements translation into strategic analysis—evaluating implementation processes, analyzing system performance (e.g. Salesforce case management, chat/SMS adoption), and assessing emerging technologies—particularly AI solutions—to drive continuous improvement across our call center operations. 

Key Responsibilities 

Technical Bridge: 

• Act as primary liaison between project specialists and Business Technology teams 
• Translate business requirements into detailed technical specifications and user stories with clear acceptance criteria 
• Proactively identify and clarify technical ambiguities before they reach development 
• Leverage Salesforce expertise (custom objects, validation rules, flows, reporting) to design solutions 
• Participate in Scrum/Kanban ceremonies (sprint planning, refinement, stand-ups) and backlog prioritization 
• Facilitate workshops to align business and technology objectives 

Strategic Analysis: 

• Analyze enhancement implementation workflows and metrics (cycle time, clarification requests, rework rates) to identify process improvements 
• Monitor and evaluate Salesforce case management, chat/SMS adoption trends, and agent experience data 
• Conduct feasibility assessments, impact analysis, and gap analysis for system improvements 
• Perform comparative analysis of emerging technology solutions, particularly AI capabilities 
• Conduct pre- and post-go-live data analysis to evaluate system change effectiveness 

Quality & Enablement: 

• Coordinate User Acceptance Testing with comprehensive test scenarios 
• Develop technical documentation, templates, and training materials to upskill team members 
• Lead knowledge-sharing sessions to build team technical fluency