About the Role

We are looking for a Senior Business Analyst to turn business needs into clear requirements and support the delivery of enterprise CRM solutions.

The mandatory requirements are 5+ years of experience as a Business Analyst, requirements documentation (user stories, BRDs, and acceptance criteria), business process modeling, UAT planning and defect management, CRM platform experience, Agile/Scrum experience, availability in US Central Time, and an upper-intermediate English level.

What you will do

- Elicit, analyze, and document business requirements through stakeholder interviews, workshops, and process observation.
- Translate business needs into clear, actionable user stories, acceptance criteria, and functional specifications.
- Map current-state and future-state business processes using standard modeling techniques such as BPMN, swimlane diagrams, and data flow diagrams.
- Facilitate requirements review sessions and maintain end-to-end traceability from business need to delivered solution.
- Collaborate with Product Managers, developers, architects, and QA to ensure requirements are understood and delivered as intended.
- Support User Acceptance Testing by developing test scenarios, coordinating testing cycles, and managing defect triage.
- Analyze data and system configurations to identify gaps, inefficiencies, and improvement opportunities.
- Evaluate the impact of proposed changes across dependent systems and business processes.
- Provide input into integration requirements when solutions involve third-party platforms, APIs, or cross-system data flows.
- Participate in Agile ceremonies, including sprint planning, backlog refinement, and retrospectives, within an iterative delivery model.
- Produce and maintain documentation including business requirements documents (BRDs), process maps, decision logs, and knowledge transfer materials.
- Support change management and stakeholder communication around new feature rollouts.
- Deliver clear, complete,



and well-organized documentation within established timelines.
- Adhere to established standards for requirements management and business analysis best practices.
- Proactively communicate project status, risks, dependencies, and open decisions.
- Work efficiently within a defined project scope and contract duration.
- Support testing, deployment, and stabilization efforts by ensuring business readiness and stakeholder alignment.

Must haves

- 5+ years of experience as a Business Analyst in technology-driven environments.
- Strong proficiency in requirements elicitation and documentation, including user stories, BRDs, and acceptance criteria.
- Strong proficiency in business process modeling and analysis.
- Strong proficiency in stakeholder management across both business and technical teams.
- Strong proficiency in UAT planning, coordination, and defect management.
- Demonstrated experience on projects involving CRM platforms (Salesforce preferred) or comparable enterprise systems.
- Familiarity with system integrations, data flows, and API-based connectivity between platforms.
- Hands-on experience with Agile/Scrum delivery methodologies.
- Ability to work independently while collaborating effectively within a cross-functional team environment.
- Ability to tailor messaging to technical and non-technical audiences.
- Availability to work in US Central Time.
- Upper-intermediate English level.

Nice to haves

- Experience working in enterprise-scale Salesforce environments (Service Cloud, Omni-Channel, case management workflows).
- Understanding of the Salesforce object model,



automation capabilities (Flows, Process Builder), and configuration versus customization trade-offs.
- Familiarity with data migration, reporting/analytics, or integration patterns such as REST APIs and middleware.
- Experience with complex data models, large-scale implementations, or multi-system landscapes.
- Background in contact center operations, customer service, or support technology platforms.
- Experience gathering and documenting requirements for AI-driven features or services, such as predictive routing, intelligent case classification, or generative AI-powered agent assist.
- Familiarity with Salesforce AI capabilities such as Einstein features or AI-powered automation within Service Cloud.
- Ability to define business rules, success metrics, and acceptance criteria for AI-enabled workflows.
- Understanding of data readiness, quality, and governance considerations when scoping AI/ML initiatives.
- Exposure to prompt engineering concepts or evaluating generative AI tools for business process improvement.
- Experience facilitating stakeholder alignment on AI use cases, balancing business value against feasibility and risk.
- Experience working within Service Cloud or a customer service/support operations domain.
- Experience with tools such as Jira or Confluence.

Perks and Benefits

- Remote work & Local connection: Work where you feel most productive and connect with your team in periodic meet-ups to strengthen your network and connect with other top experts.
- Legal presence in India: We ensure full local compliance with a structured, secure work environment tailored to Indian regulations.
- Competitive Compensation in INR: Fair compensation in INR with dedicated budgets for your personal growth, education, and wellness.
- Creative Projects: Leverage the latest tech and create cutting-edge solutions for world-recognized clients and the hottest startups.

📌 Business Analyst (India)
🏢 AgileEngine
📍 India