8x8 · 4 days ago
Senior Business Systems Analyst
Texas, United States
Full-time
Hybrid
Senior Level, Lead/Staff
$102K/yr - $170K/yr
10+ years exp8x8 connects customers and teams globally, empowering CX leaders with performance and insights. They are seeking a Senior Business Systems Analyst to shape and scale global service delivery systems using Salesforce Service Cloud, acting as a strategic advisor and technical lead for innovation and operational excellence.
Information TechnologySaaSSoftwareTelecommunicationsVirtual RealityVoIP
Responsibilities
Lead the design, configuration, and continuous improvement of Salesforce Service Cloud for global customer operations
Serve as the functional and strategic owner of Service Cloud capabilities — including Case Management, Entitlements, Knowledge, CTI, Omni-Channel, and more
Translate complex business requirements into scalable, best-practice Salesforce solutions
Drive the development of advanced case routing, SLA automation, and escalation workflows
Optimize and expand self-service, knowledge base, and community support channels
Champion the use of Einstein features, including bots, recommendations, and analytics for smarter service delivery
Collaborate with Product, Engineering, Customer Care, and IT to ensure roadmap alignment and delivery
Act as a lead analyst and mentor to junior BSAs and support team members
Develop and maintain dashboards, health checks, and KPI reports to track performance and outcomes
Support and contribute to omnichannel service strategies (chat, phone, email, social)
Evaluate and implement 3rd party solutions and Salesforce managed packages to extend platform functionality
Own change management, documentation, testing, and training to support end-user adoption
Stay ahead of Salesforce platform innovations and drive proof of concepts (POCs) to evaluate potential impact
Qualification
Required
10+ years of experience as a Business Systems Analyst or Functional Consultant on the Salesforce platform
5+ years of hands-on experience with Salesforce Service Cloud (including Case Management, Knowledge, Entitlements, Milestones, CTI, Chat)
Proven expertise configuring Salesforce using Flows, Validation Rules, Omni-Channel, Page Layouts, and Permission Sets
Strong familiarity with Einstein, Prompt Builder, and Agentforce
Excellent communication skills: ability to translate technical solutions into business value
Strong project and stakeholder management abilities
Experience working in Agile/Scrum environments with product and engineering teams
Salesforce Administrator Certification
Bachelor's degree in Business, Computer Science, MIS, or related technical field
Preferred
Salesforce Advanced Admin, App Builder, or Experience Cloud certifications
Experience with integration platforms and APIs
Familiarity with CPQ, Quote-to-Cash, or Subscription Billing platforms
Background in SaaS or global customer operations environments
Benefits
Discretionary merit increases
Bonus and/or stock
Sales variable compensation incentives
Company
8x8
8x8 offers secure and reliable cloud-based, enterprise-class business phone systems, unified communications, and contact center solutions.
1001-5000 employees
H1B Sponsorship
8x8 has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (4)
2023 (11)
2022 (22)
2021 (20)
2020 (30)
Funding
Current Stage
Public CompanyTotal Funding
$453.07M2024-07-15Post Ipo Debt· $200M
2022-01-18Post Ipo Equity· $121.87M
2017-12-08IPO
Leadership Team
David Sipes
Chief Executive Officer
Samuel Wilson
Chief Executive Officer
Recent News
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2026-01-23
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2026-01-21
Company data provided by crunchbase