Senior Salesforce Business Systems Analyst – Product Owner

Position: Senior Salesforce Business Systems Analyst – Product Owner

Location: Fort Lauderdale, FL 33309, USA (Remote, Full-Time)

Job Description:

Responsible for the Salesforce platform’s overall health, roadmap, and continuous improvement across Sales Cloud, Service Cloud, Communications Cloud/Vlocity, and CPQ, supporting telecom sales, service delivery, and customer care operations.

Key Responsibilities:

• Own Salesforce roadmap, backlog, releases, user stories, and acceptance criteria.
• Gather business requirements, define project scope, and translate ideas into actionable solutions.
• Facilitate stakeholder workshops and improve customer journeys and business processes.
• Drive Salesforce integrations with billing, dispatch, field service, and other enterprise systems.
• Oversee UAT/SIT, documentation, platform governance, automation, and AI-enabled improvements.
• Monitor project progress, customer experience metrics, and platform adoption.

Qualifications:

• Bachelor’s degree in Business, Design, IT, or a related field.
• 5+ years of experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant.
• Hands-on Salesforce experience with Sales Cloud, Service Cloud, Communications Cloud/Vlocity, and CPQ.
• Experience with reporting, CX metrics (CSAT, NPS, FCR), ROI analysis, process improvement, and customer journey mapping.
• Knowledge of telecommunications products and services.
• Proficiency in Microsoft Office and strong cross-functional collaboration skills.

Strong Salesforce and telecom experience, excellent facilitation and decision-making skills, attention to detail, a big-picture mindset, and the ability to move quickly and embrace new ideas.