Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
About the Job You're Considering
We are seeking a Salesforce Business Analyst focused on Salesforce Service Cloud to join our DCX Team.
Your Role
-Translate customer service and contact center needs into a prioritized backlog spanning service workflows, customer context and operational analytics.
- Facilitate discovery around railcar visibility at first contact, proactive delay alerts and the unified agent desktop.
- Document service journeys and requirements for digital engagement, customer community, chat and voice workflows.
- Define the tracking, billing and interaction data agents need, including business rules and acceptance criteria for unified service context.
- Specify Tableau service dashboards, role-based reporting requirements and operational measures with business stakeholders.
- Develop user stories and acceptance criteria, support sprint demonstrations and coordinate business validation of completed features.
- Support training and cutover preparation for approved service enhancements.
- Expected deliverables: Service journey maps, prioritized stories, acceptance criteria, service data requirements, analytics specifications, and business acceptance evidence.
Your Skills and Experience
- Business analysis experience with Salesforce Service Cloud or enterprise contact center programs.
- Understanding of service workflows, digital channels and customer interaction processes.
- Experience translating operational needs into data and analytics requirements.
- Strong facilitation, requirements traceability and user acceptance testing skills.
- Familiarity with Data Cloud, Tableau and voice-channel implementations preferred.
The base compensation range for this role in the posted location is: $101,140-$182,624.
Capgemini provides compensation range information in accordance with applic