Senior Consultant - Salesforce Business Analyst

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The Senior Salesforce Consultant is responsible for translating complex client business needs into scalable Salesforce solutions and leading functional delivery across key project workstreams. This role works directly with client stakeholders to understand business processes, define future-state solutions, and guide those solutions from discovery and design through implementation, testing, and deployment.

The Senior Consultant serves as a bridge between the client and the technical delivery team, partnering closely with Solution Architects, Business Analysts, Developers, Quality Engineers, and Project Managers. The role requires strong Salesforce platform knowledge, consulting skills, and the ability to independently lead a workstream while maintaining alignment with the overall solution architecture and business outcomes.

• Lead functional workstreams across discovery, design, implementation, testing, and deployment
• Facilitate discovery sessions and workshops with business leaders, subject matter experts, and end users
• Assess current-state business processes and define scalable future-state processes using Salesforce capabilities
• Translate business requirements into functional requirements, user stories, process flows, and solution designs
• Design Salesforce solutions across Service Cloud, Sales Cloud, Experience Cloud, and other platform capabilities
• Partner with Solution Architects to ensure functional designs align with the overall solution architecture and clienbusiness objectives
• Guide Business Analysts and delivery team members through requirements definition and solution implementation
• Configure Salesforce capabilities including Flow, objects, fields, security, reports, dashboards, and other declarative functionality
• Lead client solution reviews, demonstrations, and design validation sessions
• Manage requirements and functional decisions within an assigned workstream and identify impacts to scope, dependencies, and delivery
• Coordinate across business and technical teams to resolve requirements, design, data, integration, and implementation questions
• Develop process maps, functional specifications, user stories, acceptance criteria, and other delivery documentation
• Lead or support UAT planning, test-script development, defect triage, user training, and release readiness
• Support data migration, integration, environment, and deployment planning from a functional perspective
• Identify risks, dependencies, and potential scope changes and communicate them to the Solution Architect and Project Manager
• Support Agile ceremonies including backlog refinement, sprint planning, demonstrations, and retrospectives
• Mentor consultants and Business Analysts and contribute to consistent delivery practices across project teams
• Develop trusted relationships with client stakeholders and serve as a subject matter expert for assigned business processes and Salesforce capabilities
• Contribute reusable assets, accelerators, delivery practices, and lessons learned across the Salesforce practice
• Stay current with Salesforce releases, Agentforce, Data Cloud, and emerging platform capabilities
• Maintain Salesforce certifications and meet annual professional development goals

• B.S. in Business, Information Systems, Computer Science, Engineering, or equivalent experience
• 4+ years of technology consulting, CRM, business transformation, or Salesforce implementation experience
• Demonstrated experience leading a functional or business workstream through multiple phases of a technology implementation
• Strong knowledge of Salesforce and experience delivering solutions using Salesforce platform capabilities
• Experience facilitating client discovery sessions, requirements workshops, and solution-design discussions
• Ability to translate complex business processes into clear requirements and scalable Salesforce solutions
• Experience with process mapping, requirements definition, user stories, acceptance criteria, and functional solution design
• Experience working with both business stakeholders and technical delivery teams
• Experience supporting or leading UAT, testing, training, and deployment readiness
• Working knowledge of Agile delivery methodologies
• Understanding of Salesforce data, security, integration, environment, and release-management concepts
• Ability to identify dependencies, risks, and scope implications within an assigned workstream
• Strong presentation and communication skills, including experience presenting solutions and recommendations to client stakeholders
• Ability to independently lead a workstream while collaborating within a larger cross-functional delivery team
• Strong problem-solving skills and the ability to navigate ambiguity in complex client environments
• Experience mentoring junior consultants or Business Analysts

• Salesforce Certified Administrator
• Salesforce Certified Advanced Administrator
• Salesforce Certified Platform App Builder
• Salesforce Certified Sales Cloud Consultant
• Salesforce Certified Service Cloud Consultant
• Salesforce Certified Data Cloud Consultant
• Salesforce Certified Agentforce Specialist

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This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.  

Benefits available to eligible employees include the following: 

- Medical, dental, vision

- tax-advantaged health care accounts

- financial and income protection benefits

- paid time off (PTO) and wellness time off.

This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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