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Description

The purpose of this role is to serve as the organization's Salesforce and other workforce management tools business administrator. This role will serve as subject matter expert in business rules configuration, data interpretation and reporting primarily for Salesforce case management system. The individual will partner with business stakeholders to translate requirements into scalable solutions, while owning reporting, analytics, data governance, and platform enhancements. In addition, the role will provide business administration and subject matter expertise across the broader Contact Center and Workforce Management technology ecosystem, including but not limited to eGain, Splunk, Aspect, and other supporting applications. The role will act as a trusted bridge between business and technology, identifying opportunities to simplify processes, improve user experience, strengthen insights, and drive operational efficiency.

Job Overview And Responsibilities

Salesforce Platform Ownership - Own the administration, configuration, data integrity, and ongoing performance of Salesforce as the primary business platform
Business Requirements & Solution Design - Partner with stakeholders to understand business needs, translate requirements into solutions including setting up appropriate queues, define service levels and report on success metrics
Platform Enhancement & Optimization – Service as the primary business contact for tool upgrades and enhancements
Reporting & Analytics - Develop and maintain dashboards, reports, and data visualizations that translate Contact Center data into actionable business insights
Contact Center tools Administration - Provide business administration and SME support across the broader Contact Center and Workforce Management technology ecosystem, including but not limited to eGain, Splunk, Aspect, and other supporting applications
Data Quality & Governance - Establish and maintain data quality, accuracy, completeness, and governance standards to ensure Salesforce remains a reliable source of truth

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.

Qualifications

What's needed to succeed (Minimum Qualifications):

Bachelor's degree
Information Systems, Computer Science, Data/Business Analytics
2+ years experience in Salesforce, business systems, analytics, CRM, or related technology
Reporting & Analytics, Solution Design, Business Process Analysis, Data Management, Automation, Analytical Thinking, Stakeholder Management
Exposure to AI platforms such as Microsoft Copilot, ChatGPT, Gemini, Claude, Perplexity, and NotebookLM

What will help you propel from the pack (Preferred Qualifications):

Bachelor's degree or related experience
Business Analytics, Information Systems, Computer Science, MBA, or related field
3-5 years Hands-on experience administering, configuring, and optimizing Salesforce and Contact Center workforce management environments
Salesforce Certified Platform App Builder / Salesforce Certified Business Analyst
Hands-on experience using AI tools in projects, internships, or work environments
Knowledge of automation platforms such as Power Automate, Copilot Studio, Zapier, or n8n

Senior Analyst Salesforce Reporting and Analytics