[Job - 31107] Salesforce Sr Business Analyst/Product Analyst for Customer Experience, Brazil

1 day, 9 hours ago
Full-time
Mid Level
Business Intelligence
CI&T

CI&T

CI&T is a global digital technology agency empowering agile growth for leading companies through advanced technologies with a team of 2000 experts worldwide.

Internet Software & Services
5K-10K
Founded 1995

Description

  • Collaborate with the Business Owner and Project Manager to prioritize requirements and define release roadmaps.
  • Interview users and analyze systems and documentation to identify and document requirements.
  • Analyze and document requirements across Contact Us, email, chat, WhatsApp, social listening, and phone/IVR channels.
  • Support migration from the current Core CRM to Salesforce Service Cloud during the first 12–18 months.
  • Coordinate with global teams in Brazil, the United States, India, and Mexico.
  • Apply product management methodologies to drive project success and stakeholder satisfaction.
  • Identify process improvements and enhance customer experiences across channels.
  • Monitor and apply Customer Experience and Contact Center KPIs.

Requirements

  • 3–5 years of experience as a Business Analyst or in a similar product management role.
  • Strong background in Customer Experience environments.
  • Business English proficiency, both written and conversational.
  • Demonstrated initiative and proactive working style.
  • Availability for a remote position with occasional visits to client and CI&T sites.
  • Experience in Contact Center operations or Business Process Outsourcing (preferred).
  • Familiarity with Salesforce Service Cloud and its functionalities (preferred).
  • Knowledge of product management methodologies (preferred).

Benefits

  • Health and dental insurance.
  • Meal and food allowances.
  • Childcare assistance and extended paternity leave.
  • Life insurance.
  • Profit Sharing and Results Participation (PLR).
  • Gym, wellness, and mental health support through Wellhub/Gympass and TotalPass.
  • Continuous learning through CI&T University, online learning partnerships, and language platforms.
  • Inclusion support, health and well-being specialists, affinity groups, and workplace accommodations.

Interested in this position?

Apply directly on the company website

Apply Now

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