Salesforce BA/PO with Service Voice Cloud exp
Remote/Canada
FTE preferred / CTH
Client expectations from the BA + PO role-
Extreme Ownership: While the role will report to the customer's BSA/PO, you are expected to operate with full autonomy.
Proxy Presence: the role will represent the Customer PO in his / her absence on technical scrum ceremonies
Bridge: act as the translator between customer's business language and the Technical AWS/Salesforce architecture.
Required Technical skills:
Salesforce: Proficient In-Service Cloud, Omni-Channel, and Service Cloud Voice (SCV).
AWS: Proficient in Amazon Connect (Contact Flows, Lex Chatbots, and CCP integration).
Legacy Systems: Practical understanding of how Genesys Cloud or Five9 handles queue management and SIP trunking to ensure nothing is "lost in translation."
