Salesforce Business Analyst (Customer Experience)

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.
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.