Business Analyst

HAVE TO BE IN THE DFW AREA

Position: Salesforce CX Business Analyst

Duration: 6 month contract to hire

Location: Irving, TX 75039 (1 day onsite a month)

Hourly rate: $50-60hr

Desired Skills and Experience:

• 4+ years of experience as a Business Analyst with Salesforce Service Cloud CRM in a customer service or contact center environment.
• 4+ years in customer experience in a contact center environment.
• Strong understanding of contact center processes, KPIs, and omnichannel tools.
• Excellent communication, facilitation, and documentation skills.
• Experience working in Agile, Jira, Confluence.

Day to Day:

Insight Global is seeking a collaborative and detail-oriented Salesforce CX Business Analyst to join our growing team. This role will support the Technology Program, partnering closely with cross-functional teams to optimize our Salesforce platform and drive improvements across our customer engagement channels.

The Salesforce Business Analyst will play a critical role in advancing our program by identifying, designing, and supporting Salesforce-driven solutions that enhance customer experience and operational efficiency. This individual will serve as a key liaison between Product Owners, CxO business stakeholders, Vendors, and strategic business partners, ensuring Salesforce capabilities are fully aligned with contact center objectives.