Salesforce Discovery Lead
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Job Summary
The ESaaS - Discovery Lead will play a crucial role in our Salesforce Service Cloud projects. They will collaborate closely with business stakeholders especially those in contact center operations to understand their needs and challenges. By conducting thorough requirement elicitation and business process mapping the Discovery Lead will define and propose innovative and scalable solutions during the discovery phase. This role is key to ensuring our Salesforce implementations are tailored to our clients unique business requirements.
Responsibilities
Key Responsibilities
Lead discovery workshops and requirement elicitation sessions with business stakeholders
Understand and document current-state (AS-IS) and future-state (TO-BE) processes
Drive process mapping for contact center operations and customer service workflows
Translate business needs into functional and high-level technical requirements
Define solution approach in alignment with Salesforce Service Cloud capabilities
Collaborate with Architects and Delivery teams for solution alignment
Identify gaps risks and dependencies during discovery phase
Prepare key artifacts including BRD FRD process flows and use cases
Support estimation and roadmap planning based on discovery outcomes
Facilitate stakeholder alignment and sign-offs for requirements and scope
Domain Expertise
Strong experience in Contact Center Operations
Case Management lifecycle and Service Cloud processes
Customer support workflows SLAs and escalation models
Experience in Omni-Channel and customer service routing models
Required Skills (Must-Have)
Salesforce Service Cloud expertise (Mandatory)
Strong experience in requirement elicitation and stakeholder management
Process mapping (AS-IS / TO-BE) and business analysis
Workshops facilitation and documentation skills
Understanding of Omni-Channel routing and service workflows
Tools & Techniques
Process mapping tools (Visio Lucidchart Miro)
Agile / Scrum methodologies
Documentation tools (JIRA Confluence etc.)
Qualifications
Certifications
Salesforce Service Cloud Consultant (Preferred)
Business Analysis certifications (CBAP PMI-PBA) preferred
Agile / Scrum certifications preferred
Experience
18 years of IT experience
10 years in Business Analysis / Discovery roles
Experience in Salesforce Service Cloud projects
About Company
At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better f ... View more
