Top Benefits
About the role
Job Title: Technical Business Analyst – Salesforce Integration
Location: Remote (EST Preferred)
Duration: Contract
Position Summary:
We are seeking an experienced Technical Business Analyst to support Salesforce and NICE InContact integration projects. This individual will play a critical role in driving modernization initiatives, supporting global consumer services, and ensuring seamless deployment of new capabilities across Salesforce and related platforms.
Key Responsibilities:
New Capability Deployment:
- Collaborate with Lead Business Analyst and business stakeholders to support all phases of the project lifecycle.
- Lead business and IT requirement sessions; effectively communicate system functionalities and business process impacts.
- Gather and document detailed business and functional requirements.
- Design and propose future-state processes aligned with Salesforce and VCC (NICE InContact) platform capabilities.
- Partner with third-party vendors and internal stakeholders to deliver key initiatives.
- Support go-live readiness, user training, and production rollout activities.
- Drive small to medium-sized projects within the Mattel Operating Model.
- Recommend improvements and implement changes to enhance system performance and business outcomes.
- Support integrations with both legacy on-prem and cloud-based SaaS solutions.
Business Continuity & Operations:
- Serve as the primary technical contact for IT/system issues affecting Global Consumer Services.
- Monitor and optimize system infrastructure, hardware, and software in collaboration with the GSC team.
- Ensure compliance with documentation and process standards.
- Provide Salesforce subject matter expertise for ongoing operations and enhancements.
- Lead root cause analyses, solution design, and deployment of fixes.
- Manage configuration changes within Salesforce, following established change control protocols.
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- 5+ years of experience in technical business analysis roles within Technology or Customer Operations.
- 5+ years of hands-on Salesforce Service Cloud experience, including full-cycle implementations.
- Salesforce Administrator/BA/Consultant certifications preferred.
- Experience in Salesforce integration projects and working with middleware tools.
- 5+ years of experience with NICE InContact VCC and IVR platforms.
- Familiarity with NICE InContact WFM, QM Pro, and Interaction Analytics is a plus.
- Strong project management skills with ability to manage cross-functional teams.
- Comfortable working in a matrix environment and presenting to executive stakeholders.
Preferred Skills:
- Experience in customer service domain (D2C preferred).
- Experience migrating legacy systems to Salesforce Cloud.
- Proficiency in analytical/reporting tools like Power BI, Cognos, Tableau, AWS/Google Data Lake.
- Strong documentation skills – process mapping, gap analysis, BRDs/FSDs.
- Proficiency in Microsoft Office Suite, Jira, Visio, SharePoint, and project/time-tracking tools.
- Knowledge of compliance standards and support documentation best practices.
- Working knowledge of system patching, application deployment, and operating system configuration.
Other Details:
- Role is remote; EST working hours preferred.
- Willingness to travel up to 25% as required.
About Enterprise Solutions Inc.
Enterprise Solutions, Inc. is a technology-intensive services company. We develop and deliver software and engineering solutions to our partners; we work relentlessly to keep our clients happy, and we measure our business success with the trust we earn from them.
Enterprise Solutions offers implementation services for VMS, MSP, ERP, cloud, analytics and digital transformation. We are a certified Minority Business Enterprise (MBE).
We have extensive experience in end-to-end software development using a wide array of technologies. From vendor management to smart automation, ESI will install, implement, and integrate your business infrastructure so that you can operate at full capacity.
Top Benefits
About the role
Job Title: Technical Business Analyst – Salesforce Integration
Location: Remote (EST Preferred)
Duration: Contract
Position Summary:
We are seeking an experienced Technical Business Analyst to support Salesforce and NICE InContact integration projects. This individual will play a critical role in driving modernization initiatives, supporting global consumer services, and ensuring seamless deployment of new capabilities across Salesforce and related platforms.
Key Responsibilities:
New Capability Deployment:
- Collaborate with Lead Business Analyst and business stakeholders to support all phases of the project lifecycle.
- Lead business and IT requirement sessions; effectively communicate system functionalities and business process impacts.
- Gather and document detailed business and functional requirements.
- Design and propose future-state processes aligned with Salesforce and VCC (NICE InContact) platform capabilities.
- Partner with third-party vendors and internal stakeholders to deliver key initiatives.
- Support go-live readiness, user training, and production rollout activities.
- Drive small to medium-sized projects within the Mattel Operating Model.
- Recommend improvements and implement changes to enhance system performance and business outcomes.
- Support integrations with both legacy on-prem and cloud-based SaaS solutions.
Business Continuity & Operations:
- Serve as the primary technical contact for IT/system issues affecting Global Consumer Services.
- Monitor and optimize system infrastructure, hardware, and software in collaboration with the GSC team.
- Ensure compliance with documentation and process standards.
- Provide Salesforce subject matter expertise for ongoing operations and enhancements.
- Lead root cause analyses, solution design, and deployment of fixes.
- Manage configuration changes within Salesforce, following established change control protocols.
Required Qualifications:
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
- 5+ years of experience in technical business analysis roles within Technology or Customer Operations.
- 5+ years of hands-on Salesforce Service Cloud experience, including full-cycle implementations.
- Salesforce Administrator/BA/Consultant certifications preferred.
- Experience in Salesforce integration projects and working with middleware tools.
- 5+ years of experience with NICE InContact VCC and IVR platforms.
- Familiarity with NICE InContact WFM, QM Pro, and Interaction Analytics is a plus.
- Strong project management skills with ability to manage cross-functional teams.
- Comfortable working in a matrix environment and presenting to executive stakeholders.
Preferred Skills:
- Experience in customer service domain (D2C preferred).
- Experience migrating legacy systems to Salesforce Cloud.
- Proficiency in analytical/reporting tools like Power BI, Cognos, Tableau, AWS/Google Data Lake.
- Strong documentation skills – process mapping, gap analysis, BRDs/FSDs.
- Proficiency in Microsoft Office Suite, Jira, Visio, SharePoint, and project/time-tracking tools.
- Knowledge of compliance standards and support documentation best practices.
- Working knowledge of system patching, application deployment, and operating system configuration.
Other Details:
- Role is remote; EST working hours preferred.
- Willingness to travel up to 25% as required.
About Enterprise Solutions Inc.
Enterprise Solutions, Inc. is a technology-intensive services company. We develop and deliver software and engineering solutions to our partners; we work relentlessly to keep our clients happy, and we measure our business success with the trust we earn from them.
Enterprise Solutions offers implementation services for VMS, MSP, ERP, cloud, analytics and digital transformation. We are a certified Minority Business Enterprise (MBE).
We have extensive experience in end-to-end software development using a wide array of technologies. From vendor management to smart automation, ESI will install, implement, and integrate your business infrastructure so that you can operate at full capacity.