Business Systems Analyst

				Overview:

We're looking for a Salesforce professional who blends deep hands-on configuration skills with strong Business Systems Analyst (BSA) expertise. This hybrid role will support and evolve Avalara's support technology stack with a focus on Service Cloud, Experience Cloud, and Agentforce, while driving AI-forward workflows that improve agent productivity and customer experience.

You'll partner across Support, Compliance, Product, Engineering, and Customer Experience teams to gather requirements, optimize processes, and build solutions that scale - with a focus on Omni-Channel Routing, Prompt Engineering, Skills-Based Assignment, and AI-driven guidance.

* #LI-Remote
* Reporting to Sr Manager, Business Applications

Responsibilities:

Solution Design & Configuration

* Lead end-to-end setup of Service Cloud and Experience Cloud features, including data models, access controls, and site/community architecture.
* Configure and enhance Agentforce workflows, including prompt templates for AI-driven agent guidance.
* Manage MIAW (Messaging for In-App and Web) setup and coordinate rollout with the digital engagement team.
* Translate prompt-based agent guidance into usable flows by partnering with SMEs to refine intent, test edge cases, and iterate for accuracy.

Omni-Channel & Routing Strategy

* Design and implement Skills-Based Routing across voice, chat, and digital channels to optimize SLA performance.
* Define and maintain presence statuses, capacity models, and routing rules based on real-time needs.
* Integrate CRM Analytics for dashboarding, queue monitoring, and performance insights.

Business Systems Analysis

* Facilitate requirements-gathering sessions with support leaders and frontline users.
* Translate business needs into well-defined user stories, process flows, and technical documentation.
* Lead UAT execution, user training, and support change management across teams.

Cross-Functional Collaboration & Enablement

* Partner closely with developers, product owners, and Salesforce operations teams to deliver high-impact releases.
* Document and maintain best practices, admin guides, and user-facing training materials.
* Provide knowledge transfer and enablement to ensure long-term platform adoption and self-sufficiency.

Qualifications:

* 5+ years of hands-on Salesforce experience as an Admin, Consultant, or BSA, with proven Service Cloud and/or Experience Cloud project delivery.
* Experience configuring Omni-Channel Routing, Skills-Based Assignment, and agent workflows in production environments.
* Hands-on expertise with Experience Builder, Agentforce, and prompt-driven flows.
* Proficient in process mapping, stakeholder interviews, backlog grooming, UAT coordination, and documentation.
* Salesforce certifications: Advanced Administrator, Platform App Builder, or equivalent.
* Excellent written and verbal communication skills; able to collaborate across technical and non-technical stakeholders
			

Apply

Share this job:

Share this Job

View company profile

Avalara, Inc