• Analyze large and complex datasets to identify trends, opportunities, and business insights across multiple business domains • Translate data into actionable recommendations that support digital product strategy and customer experience initiatives • Develop business cases supported by quantitative analysis to evaluate product enhancements and strategic initiatives • Partner with product managers, business stakeholders, and technical teams to define analytical requirements and success metrics • Design, develop, and maintain reporting solutions and business intelligence products to monitor KPIs and business performance • Create and maintain analytical data products that support ad hoc analysis and strategic decision-making • Perform customer journey and longitudinal analyses to identify opportunities for improving customer engagement and digital experience • Define analytical approaches by framing business problems, identifying assumptions, determining data requirements, and recommending business actions • Present findings through executive-ready presentations, dashboards, and visualizations that communicate complex insights clearly • Conduct market and competitive research to evaluate business opportunities and support strategic planning • Contribute to the development of data asset roadmaps and the best analytical practices across the organization • Collaborate with cross-functional teams in an Agile environment to deliver data-driven business solutions.

Role Description We are looking for a Senior Salesforce Consultant who also has strong business analysis capability. This person should be able to support our Salesforce services work, assist with customer onboarding, help translate customer requirements into clear delivery tasks, and support manual QA and user acceptance testing where required. This role is valuable because it can support both Salesforce delivery and product adoption. Key Responsibilities - Support Salesforce consulting and managed services work. - Work with customers to understand business processes, pain points, requirements, and desired outcomes. - Translate business requirements into clear user stories, acceptance criteria, process maps, and solution notes. - Support customer onboarding to CRM and BI. - Assist with data migration validation, configuration checks, user training, and support documentation. - Help team with customer onboarding activities. - Perform manual QA testing where required, especially during the transition period while automated QA capability is being strengthened. - Support UAT preparation and execution. - Document customer requirements clearly for developers and AI agents. - Assist with release notes, customer-facing documentation, and training materials. - Maintain strong Salesforce and CRM process discipline. Qualifications - Strong Salesforce background. - Strong business analysis capability. - Experience working directly with customers. - Ability to run discovery sessions and ask strong process questions. - Ability to document requirements clearly and commercially. - Strong understanding of sales, service, customer onboarding, and CRM processes. - Ability to perform structured manual QA testing. - Strong data quality awareness. - Strong written and verbal English communication. - Comfortable working in an AI-first delivery environment. - Salesforce Sales Cloud experience.

• Develop comprehensive test strategies, test plans, test cases, and test scripts for Genesys Cloud CX and Dynamics 365 solutions. • Define functional, integration, system, regression, performance, and UAT testing approaches. • Ensure traceability between business, user stories, and test cases. • Participate in reviews and design walkthroughs to identify test scenarios early in the development lifecycle. • Participate in Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups, and retrospectives. • Conduct functional and integration testing of MS Dynamics 365 features and Genesys CX (Call routing, IVR flows, etc.). • Log, track, prioritize, and retest defects using Azure DevOps. Work with development teams to troubleshoot and resolve issues. • Support root cause analysis and recommend process improvements to enhance software quality. • Support business users during UAT planning and execution. • Develop UAT scenarios and scripts. • Track UAT completion and sign-off activities. • Participate in performance, load, and scalability testing. • Validate system response times and user experience.

• Develop comprehensive test strategies, test plans, test cases, and test scripts for Genesys Cloud CX and Dynamics 365 solutions. • Define functional, integration, system, regression, performance, and UAT testing approaches. • Ensure traceability between business requirements, user stories, and test cases. • Participate in requirement reviews and design walkthroughs to identify test scenarios early in the development lifecycle. • Participate in Agile ceremonies, including sprint planning, backlog refinement, daily stand-ups, and retrospectives. • Functional and integration testing MS Dynamics 365 features and Genesys CX (Call routing, IVR flows etc.) • Log, track, prioritize, and retest defects using Azure DevOps. Work with development teams to troubleshoot and resolve issues. • Support root cause analysis and recommend process improvements to enhance software quality. • Support business users during UAT planning and execution. • Develop UAT scenarios and scripts. • Track UAT completion and sign-off activities. • Participate in performance, load, and scalability testing. • Validate system response times and user experience.