BETSOL

Salesforce Analyst

• Shape, prioritize, and deliver solutions related to the Market-to-Sales workstream
• Work with business stakeholders to define and prioritize stories based on business value
• Interact daily with development teams to design and deliver solutions
• Collaborate with business owners, scrum masters, developers, testers, and analysts
• Participate in backlog grooming, sprint planning, daily scrum, and retrospectives
• Analyze business needs and articulate, design, and deliver solutions for current and future business needs
• Collaborate with business counterparts to shape Market-to-Sales functional requirements and processes
• Translate functional and business requirements into actionable solution designs
• Build hands-on designs, prototypes, and proofs of concept for Salesforce CPQ and Billing requirements
• Oversee implementation of resolution solutions, including work with external consultants when needed
• Recommend improvements to systems and processes to make Market-to-Sales operations more efficient and automated

Salesforce Business Analyst – Market-to-Sales

Operations

• Administer and support enterprise voice platforms, primarily Cisco and Microsoft Teams MACD, with some Avaya and Five9
• Support an enterprise client's migration from Avaya and Cisco contact center platforms to Five9 CCaaS
• Provide Cisco contact center end-user support
• Manage tickets, primarily provisioning, deprovisioning, and phone service modifications (MACD work)
• Resolve routine provisioning and service issues involving connectivity, login/authentication, and endpoint setup
• Escalate issues requiring deep diagnostic/root-cause analysis to L2 engineers
• Manage ServiceNow queues, ticket documentation, and user support workflows
• Execute telecom lifecycle activities including adds, moves, changes, and deletions
• Collaborate with IT, network, vendors, and business teams
• Maintain documentation and operational procedures
• Provide mentoring, knowledge sharing, and operational support

Telephony Operations Specialist

• Administer and support enterprise voice platforms, primarily Cisco and Microsoft Teams, with some Avaya and Five9
• Resolve routine provisioning and service issues across multi-vendor environments
• Escalate issues requiring deep diagnostic/root-cause analysis to L2 engineers
• Manage ServiceNow queues, ticket documentation, and user support workflows
• Handle user provisioning, deprovisioning, phone service modifications, and new service deployments
• Execute telecom lifecycle activities including adds, moves, changes, and deletions
• Collaborate with IT, network, vendors, and business teams
• Maintain documentation and operational procedures
• Provide mentoring, knowledge sharing, and operational support during standard Eastern-time business hours

Salesforce Business Analyst – Market-to-Sales

Telephony Operations Specialist

Telephony Operations Engineer