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Omnichannel Business Analyst

Job Description

Business Analysis & Process Optimization
  • Partner with business stakeholders to understand workflows and opportunities for improvement
  • Document business requirements, user stories, and process flows
  • Identify optimization opportunities within agent workflows and customer experience paths
  • Translate business needs into functional specifications
  • Manage ADO backlog for Omnichannel team, including supporting Agile activities such as sprint planning
    •  Platform Support: Five9 & Salesforce
  • Assist with light configuration changes in Five9 and Salesforce
  • Support troubleshooting of Salesforce + Five9 connections
  • Perform initial triage and collaborate with technical teams
  • Help coordinate release activities and testing
    •  Vendor & Cross‑Functional Coordination
  • Work closely with Five9, Salesforce, and other vendors
    •  Training, Change Management & Adoption
  • Create user documentation, process guides, and training materials
  • Conduct trainings, demos, and enablement workshops
  • Encourage adoption of new features; gather user feedback
    •  Quality Assurance & Testing
  • Develop and execute test scripts
  • Validate cross‑platform functionality between Five9 and Salesforce
  • Support user acceptance testing 

    • Qualification

  • Bachelor's degree in Business Administration, Information Systems, Communications, or related
  • 1–3 years in a business systems or operations analyst role
  • Experience supporting Salesforce
  • Understanding of contact center technologies like Five9
  • Strong communication and requirements‑gathering skills
  • Ability to troubleshoot based on processes and system interactions
  • Strong attention to detail and ability to multitask
     
    • Preferred Qualifications
  • Hands‑on experience with Five9
  • Familiarity with Salesforce CTI connectors and CRM integrations
  • Vendor coordination experience
  • Exposure to Agile
  • Experience writing training materials
  • Basic understanding of APIs or system dependencies

    • About The Global Business Services

    A dynamic offshore hub based in the Philippines, serving as a vital extension of its parent organization’s operations. As an internal support center, it delivers high-impact services across multiple departments, including technology, compliance, finance, and operations, supporting various lines of business.

    Omnichannel Business Analyst

    Global Business Services

    Taguig

    Visit Profile

    Salary

    35,000-90,000/month

    Position Level

    Staff

    Job Level

    Experienced Hire

    Job Type

    Full Time

    Hiring Until

    07/31/2026

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