Salesforce Business Analyst- Service Cloud & Experience Cloud

Hello, our name is Customertimes, but you can call us CT. We are a global digital engineering, product development, and technology consulting company. Headquartered in New York, we have a team of 1000+ experts working across 65+ countries.
Location: LATAM, India, Europe
How you'll make an impact:
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 case visibility for portal users;
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.
What makes you a great fit:
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 in 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 independently, 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.
What we offer you as a CTzen:
We call ourselves CTzens — a combination of the company's name and the word "citizen." This concept reflects who we are as coworkers and as people. Join our team and enjoy the perks that come with it:
Financial stability and competitive compensation;
Transparent plans for professional and career growth;
Career development paths — horizontal, professional, and managerial;
E-education, certification coverage, and access to the language learning platform goFluent;
Referral bonus;
Stay connected through online team events, celebrations, and charity initiatives;
Get recognized for your impact — earn CT points and exchange them for awesome merch.
If you're looking to contribute to global projects, grow your skills, shape the way you work, and be part of a connected international community — Customertimes is the place to build your next career chapter. Are you ready to spark the tech with us?

Work arrangement
Yes