Elgebra · 7 hours ago
Salesforce BA with Contact Center and Experience Cloud experience
Chicago, IL
Contract
Onsite
Mid LevelElgebra is seeking a Salesforce Business Analyst with expertise in Contact Center and Experience Cloud. The role involves leading requirement elicitation and documentation, acting as a bridge between business stakeholders and Salesforce technical design to ensure business needs are accurately translated into implementable requirements.
Information TechnologyOutsourcingStaffing Agency
Responsibilities
Plan, coordinate, and facilitate Discovery workshops with CRT Business SMEs
Capture functional requirements and user stories for:
CRT Resolver user journeys (Dispute Management)
CRT Resolver user journeys (Collection Management)
External customer self-service journeys (Community Portal)
Document Business rules, escalation paths, SLAs, and exception handling
Collaborate closely with the Salesforce Architect to:
Validate feasibility of requirements
Align requirements to Salesforce capabilities
Maintain requirements traceability across Discovery and Development phasesRequirements traceability
Identify and document assumptions, dependencies, risks, and open questions Ensure timely review and validation of documentation with business stakeholders
Support MVP definition, backlog refinement, and delivery readiness
Provide ongoing clarification and validation support during the development and implementation phase
Qualification
Required
Proven experience as a Salesforce Functional / Technical BA
Deep understanding of Service processes, case management, and workflow-driven systems
Experience gathering requirements for external portals / self-service experiences
Ability to translate business needs into clear, implementable user stories
Strong facilitation, documentation, and stakeholder management skills
Preferred
BA with Contact Center and Experience Cloud experience
Company
Elgebra
Elgebra provides IT services and staffing services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Saurabh Agarwal
CEO
Company data provided by crunchbase