Salesforce Product Owner & Senior Business Analyst

Hotwire Communications, LTD

Fort Lauderdale (FL)

On-site

USD 120,000 - 180,000

Full time

14 days+

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Job summary

Hotwire Communications, LTD in Fort Lauderdale, FL seeks a Senior Business System Analyst – Product Owner to lead the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Vlocity, CPQ) supporting fiber network sales, service delivery, and customer care.

You will own the platform roadmap, backlog, and release calendar; write and refine user stories; coordinate implementation partners; define acceptance criteria; and drive cross‑functional process improvements to improve CX

Qualifications

Bachelor’s degree in business, design, information technology, or related field.
5+ years’ experience as a Product Owner, Senior Business Analyst, Platform Owner, Architect, or Consultant in operations or customer experience functions.
Hands-on experience administering or configuring the Salesforce platform (Sales Cloud, Service Cloud, Communications Cloud/Velocity, CPQ).
Experience in reporting and analysis, CX metrics (CSAT, NPS, FCR), and ROI analysis.
Knowledge of quality management technique and process improvement (Six Sigma).
Experience designing Journey Maps or other depictions of customer experience diagrams and documentation.
Experience designing processes implemented as software-enabled solutions for customer-facing web experiences or internal tools/workflows.
Knowledge of cable and telecommunications products and services.
Proficient in Microsoft Office Suite.
Must embrace company principles and demonstrate understanding of concierge culture.

Responsibilities

Own Salesforce platform roadmap, backlog, and release calendar.
Transform ideas into epics and user stories for implementation.
Own and prioritize the Salesforce product backlog; write and refine user stories and acceptance criteria.
Assist in defining project scope, requirements, and objectives across the Salesforce ecosystem.
Coordinate internal resources and third parties/vendors for documentation and ROI.
Facilitate workshops to translate initiative concepts into key design criteria.
Diagram and redesign cross-functional customer journeys and processes across lead-to-order and service delivery.
Author business and functional requirements, user stories, and integration specifications.
Design integration and process improvements between Salesforce, billing, dispatch, and adjacent systems.
Define test plan criteria and oversee UAT/SIT to ensure requirements are met.
Identify friction points, automation opportunities, and AI-enabled enhancements across touchpoints.
Oversee functional documentation, configuration standards, and platform governance.