Salesforce Business Analyst / Customer Experience

The Role

What You’ll Do

• Collaborate with business and technical stakeholders to gather, analyze and validate requirements for Customer Care solutions.
• Write clear User Stories, acceptance criteria and functional requirements documentation.
• Support solution design discussions, ensuring alignment between business needs and technical implementation.
• Perform impact analysis of changes, identifying risks, dependencies and downstream effects.
• Participate in Customer Care projects, preferably within telecommunications environments.
• Act as a client-facing consultant, building trust through strong communication and facilitation skills.

Responsibilities & Technical Scope

• Perform end-to-end requirements analysis across Customer Care journeys.
• Work with Salesforce Service Cloud, understanding core concepts and processes (technical exposure is a plus).
• Contribute to solution design activities in collaboration with architects and developers.
• Analyze existing processes and propose improvements focused on efficiency and customer experience.
• Support Agile delivery teams with backlog refinement, clarification sessions and functional guidance.
• Assist change and adoption activities to ensure successful implementation of new solutions.

What You Bring

• Solid knowledge of Salesforce Service Cloud (functional, with technical exposure preferred).
• Proven experience writing User Stories, acceptance criteria and functional documentation.
• Experience in requirements analysis, solution design and stakeholder discussions.
• Experience performing impact analysis of functional and system changes.
• Previous experience in Customer Care projects (telecom sector is a strong plus).
• Strong soft skills, with confidence in client-facing roles.
• At least 1 year of relevant professional experience.
• Master’s Degree in a relevant field is valued.

Nice to Have

• Experience with Agile methodologies.
• Background in Business Process Design or Analysis.
• Exposure to Change Management activities.
• Experience working in complex, multi‑stakeholder environments.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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