Senior Salesforce Business Analyst

Customertimes is a global digital engineering, product development, and technology consulting company headquartered in New York with 1000+ experts across 65+ countries. This role is for a Senior Salesforce Business Analyst who will act as the main Salesforce point of contact for a client, designing and building Service Cloud processes, owning the Experience Cloud customer support portal, and maintaining custom applications on the Salesforce platform.

• Act as the main Salesforce point of contact for the client: run requirement sessions, demo solutions, gather feedback and manage a steady backlog of enhancements and support tickets
• Design and build Service Cloud processes: case management, queues, assignment and routing, SLAs/entitlements, Email-to-Case and customer notifications
• Own the customer support portal on Experience Cloud: self-registration, login, branding, page layouts and how portal users see cases
• Build and maintain custom applications on the platform, including data model, screen flows, record-triggered flows, history tracking and reporting
• Design and run integrations with third-party tools (e.g., PagerDuty, Jira, Slack, marketing automation) using Connected Apps, OAuth and REST APIs
• Support quote-to-cash processes: advise on CPQ / Revenue Cloud setup and how it connects with Opportunities, Accounts and downstream processes
• Design and maintain the security model: profiles, permission sets, sharing rules and data separation for regulated or sensitive accounts
• Troubleshoot and fix production issues, including flow errors, Apex exceptions, data limits and integration failures, and find the root cause
• Write Apex and LWC where configuration isn't enough
• Handle org administration: user setup, licenses, reports and dashboards, field deprecation and technical debt cleanup
• Support AI and agentic tooling on Salesforce (e.g., MCP connectors, API access for AI tools)
• Take part in knowledge transfer and write clear documentation for the client's team

• 6+ years of hands-on Salesforce experience, at least 3 of them in client-facing consulting
• Strong Service Cloud experience: case lifecycle, queues, routing, SLAs, Email-to-Case
• Strong Experience Cloud experience, including portal self-registration, external user licenses and sharing for external users
• Expert in Flow (screen, record-triggered and scheduled) and confident debugging it in production
• Working knowledge of Apex, triggers and LWC: able to read, fix and extend existing code
• Solid understanding of the Salesforce security and sharing model
• Experience with integrations: Connected Apps, OAuth, REST APIs and AppExchange connectors
• General understanding of Salesforce CPQ / Revenue Cloud: the quote-to-cash flow, the product catalog and pricing concepts, and how quotes connect to Opportunities. Hands-on implementation experience is a plus.
• Able to own a client backlog on their own, prioritize it and talk to both business and technical people
• Fluent English, spoken and written
• Certifications: Platform App Builder and Service Cloud Consultant required; Experience Cloud Consultant, Platform Developer I or CPQ Specialist strongly preferred