About Us:
Renaissance Info Systems is a technology and digital recruitment agency, connecting contract and permanent professionals with clients across Asia-Pacific. We aim to differentiate ourselves through our level of responsiveness, and our understanding that comes from being an IT recruitment agency from the IT Industry. Our recruiters balance sophisticated and simple inter-personal techniques to assure a strong candidate network.
Know More: http://www.reninfo.com.au
Role- Business Analyst - Salesforce
Key Responsibilities
Requirements Gathering & Analysis
* Engage business stakeholders to capture functional and non-"functional" requirements across Salesforce and Amazon Connect.
* Document current-"state" and future-"state" processes, identifying gaps, pain points, and opportunities for automation.
* Translate business needs into detailed user stories, acceptance criteria, and process maps.
* Define and refine requirements across Salesforce Sales Cloud, Service Cloud, and case management.
* Collaborate with admins and developers on configuration, workflows, data mapping, and integrations.
* Support UAT, perform validation, and manage defect triage related to Salesforce enhancements.
AWS Connect Responsibilities
* Work with business and technical teams to define call flows, IVR requirements, routing logic, and contact-centre workflows in Amazon Connect.
* Support integration requirements between Amazon Connect and Salesforce, including CTI, screen pops, and contact event data.
* Analyse operational metrics (AHT, CSAT, call volumes) to recommend optimisation opportunities.
Project Delivery
* Support Agile ceremonies: backlog refinement, sprint planning, demos, and retros.
* Prepare clear documentation including BRDs, solution design notes, and training materials.
* Assist with change control, release management, and stakeholder sign-off processes.
Stakeholder Engagement
* Lead workshops and walkthroughs with business units, frontline teams, and technical SMEs.
* Build strong relationships across operations, IT, and customer experience teams.
Key Skills & Experience
* 6+ years experience as a Business Analyst in enterprise environments.
* Hands-on experience with Salesforce (Sales Cloud, Service Cloud, or industry clouds).
* Experience working with Amazon Connect in a contact-centre or telephony workflow context.
* Strong understanding of CRM and contact-centre processes, including IVR design and case management.
* Ability to write clear user stories, process flows, and acceptance criteria.
* Experience with data mapping, integrations, APIs, or middleware.
* Excellent communication, facilitation, and stakeholder-management skills.
* Salesforce Administrator, Business Analyst, or AWS Connect certifications (nice to have).
Nice to Have
* Experience with telephony platforms, routing strategies, or omnichannel customer-experience solutions.
* Exposure to AWS ecosystem services (Lambda, S3, DynamoDB) supporting Connect workflows.
* Background in telco, finance, government, or large-scale transformation programs.
* Experience supporting training, go-live, and adoption activities.
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