Jobs → Data & Analytics → Salesforce Contact Center Analyst

About the Role We are looking for an experienced Salesforce professional with strong expertise in contact center analysis and testing. This role involves supporting Salesforce contact center testing and validation, with a focus on AI-enabled initiatives. Key Responsibilities • Analyze contact center business processes and requirements • Support Salesforce contact center testing and validation • Prepare test scenarios, test cases, and test execution plans • Validate contact center workflows and business functionality • Identify, document, and track defects • Collaborate with business, technical, and testing teams • Support AI-enabled contact center initiatives involving Agentforce or emerging AI tools • Ensure quality delivery of Salesforce contact center solutions Requirements • Strong Salesforce background • Contact center analysis and testing experience • TPM-level knowledge of Agentforce or latest AI tools • Experience with Salesforce Functional Testing • Test Planning & Execution skills • Business Requirements Analysis capabilities • AI / Agentforce Knowledge Good to Have • Salesforce Agentforce experience • AI-Powered Contact Center Solutions knowledge • Salesforce Service Cloud experience • Contact Center Transformation Experience • AI Testing / Validation Experience