Customer Care Systems & Salesforce Liaison

Jobtailor; New York (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

Jobtailor seeks a Customer Care Systems Analyst to bridge business needs with IT delivery in a fast-paced environment. You will improve the customer experience through technology and process enhancements, with focus on Salesforce, SAP, Five9, and Workforce Management.

Responsibilities include gathering requirements, writing user stories, participating in UAT, and training end users while maintaining data integrity and system configurations. Strong communication and problem-solving are essential.

Qualifications

• 3+ years of customer service experience.
• 1+ years of Salesforce experience.
• Salesforce Administrator certification preferred or related Salesforce experience.
• Experience with AI tools and technologies, including automation.
• Experience gathering business requirements and supporting system enhancements.
• Familiarity with Agile and Scrum methodologies.
• Experience training and supporting end users.
• Experience in a high-volume contact center environment.
• Familiarity with telephony platforms such as Five9.
• Strong organizational and communication skills.

Responsibilities

• Serve as a liaison between Customer Care and IT development teams.
• Shape the customer experience through tech and process improvements.
• Support and enhance Salesforce CRM, SAP, Five9, and Workforce Management platforms.
• Leverage emerging AI technologies and automation tools.
• Gather requirements and translate business needs into actionable user stories.
• Participate in Salesforce projects, system implementations, and UAT.
• Provide first-line system support and troubleshooting for users.
• Train and enable end users across the organization.
• Maintain system configurations, user access, data integrity, and documentation.
• Identify trends, analyze issues, and recommend improvements to efficiency.

Skills

Salesforce CRM Experience

AI Tools and Technologies

Agile Methodologies

User Acceptance Testing

Customer Service Experience

Education

Associate's Degree or higher

Salesforce Administrator Certification

Tools

Salesforce

SAP

Five9

Workforce Management

Microsoft Office

Job description

Jobtailor seeks a Customer Care Systems Analyst to bridge business needs with IT delivery in a fast-paced environment. You will improve the customer experience through technology and process enhancements, with focus on Salesforce, SAP, Five9, and Workforce Management.

Responsibilities include gathering requirements, writing user stories, participating in UAT, and training end users while maintaining data integrity and system configurations. Strong communication and problem-solving are essential.