Senior Salesforce & Genesys Technical Business Analyst

TechForce Services Pty Ltd; Melbourne; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

TechForce Services is seeking a Senior Salesforce & Genesys Technical Business Analyst for a contract role in Melbourne. The position is hybrid, with three days in the office, and requires solid experience across Salesforce, Genesys, and Agile delivery.

You will work with stakeholders across Product, Engineering, Operations and Security to translate complex business needs into actionable requirements, manage PI planning, BAU and incidents, and perform Scrum Master duties.

Qualifications

• Proven experience as Senior Technical Business Analyst or equivalent.
• Strong knowledge of Salesforce and Genesys platforms.
• Experience with Agile, PI Planning and Scrum Master responsibilities.
• Excellent stakeholder engagement and vendor management skills.

Responsibilities

• Analyse business requirements and assess technical impacts across Salesforce and Genesys.
• Translate business needs into feature narratives, technical requirements, user stories and acceptance criteria.
• Collaborate with stakeholders and partners to ensure clear understanding of needs.
• Support PI planning, backlog refinement, sprint planning and Agile ceremonies.
• Perform Scrum Master duties: stand-ups, retrospectives and delivery discussions.
• Manage dependencies, risks, blockers and delivery commitments across teams.
• Assist incident triage, root-cause analysis and post-release validation.

Tools

Jira

Confluence

Job description

Senior Salesforce & Genesys Technical Business Analyst

Senior Salesforce & Genesys Technical Business Analyst
Work Type: Contract
Location: Melbourne (Hybrid - 3 days in office)
Work Rights: Candidates must have full working rights in Australia

About Us

TechForce Services is a fast-growing Australian cloud technology consulting company dedicated to simplifying cloud technologies for our clients. We specialize in Salesforce implementations, custom application development, and platform integrations across on-premise and cloud environments.

Our clients is seeking an experienced Senior Salesforce & Genesys Technical Business Analyst with strong technical knowledge of both platforms and practical Scrum Master experience.

Role Overview

We are seeking an experienced Senior Salesforce & Genesys Technical Business Analyst with strong technical knowledge of both platforms and practical Scrum Master experience.

In this role, you will work closely with business stakeholders, Product, Engineering, Operations, Architecture, Security, Testing and external delivery partners to understand business requirements and translate them into clear, actionable and technically sound requirements.

You will play a key role in supporting Salesforce and Genesys platform enhancements, Program Increment (PI) planning, BAU activities, incident management and Agile delivery.

Key Responsibilities

Analyse business requirements and assess technical impacts across Salesforce and Genesys platforms.

Gather, document and translate business needs into feature narratives, technical requirements, user stories and acceptance criteria.

Work closely with business stakeholders and external delivery partners to ensure requirements are clearly understood.

Assess and classify requests as PI features, BAU enhancements, defects, service requests or incidents.

Review and validate Jira tickets to ensure accuracy, completeness, prioritisation and appropriate classification.

Analyse ticket data, identify reporting gaps, duplicates and workflow issues, and recommend improvements.

Support PI planning, backlog refinement, sprint planning and other Agile ceremonies.

Perform Scrum Master responsibilities, including facilitating stand-ups, retrospectives and delivery discussions.

Manage dependencies, risks, blockers and delivery commitments across multiple teams.

Support incident triage, root-cause analysis, release readiness and post-release validation.

Maintain requirement traceability and ensure operational, security and support considerations are addressed.

Proven experience as a Senior Technical Business Analyst, Systems Analyst or equivalent in an enterprise environment.

Strong technical and functional knowledge of Salesforce, including data models, security, integrations, APIs and release management.

Working knowledge of Genesys, particularly Genesys Cloud CX, call flows, queues, routing and contact centre operations.

Experience with Salesforce and Genesys integrations.

Strong experience in requirements gathering, technical documentation, user stories and acceptance criteria.

Practical experience with Agile methodologies, PI Planning and Scrum Master responsibilities.

Hands-on experience with Jira and Confluence for ticket management, documentation and reporting.

Experience in ticket analysis, data validation, reporting and workflow management.

Understanding of BAU enhancements, incident management, defect management and production support.

Excellent communication, stakeholder engagement, facilitation and vendor management skills.

TechForce Services is a global Salesforce consulting partner based in Australia (with presence in the US, UK, Singapore and India) specialising in delivering transformational, customer-centric experiences. Our core strength is leveraging certified Salesforce consultants and deep domain knowledge across all major Salesforce clouds (Sales, Service, Experience, Marketing, etc.) and related technologies like integration, CRM analytics, and DevOps.

We offer comprehensive services, including consulting, customization, and managed services, with an industry-centric expertise serving sectors like higher education, financial services, and the public sector.

TechForce Services is a global Salesforce consulting partner based in Australia (with presence in the US, UK, Singapore and India) specialising in delivering transformational, customer-centric experiences. Our core strength is leveraging certified Salesforce consultants and deep domain knowledge across all major Salesforce clouds (Sales, Service, Experience, Marketing, etc.) and related technologies like integration, CRM analytics, and DevOps.

We offer comprehensive services, including consulting, customization, and managed services, with an industry-centric expertise serving sectors like higher education, financial services, and the public sector.