Salesforce Functional Business Analyst / Onsite Coordinator

Hi,

Job Title: Salesforce Functional Business Analyst / Onsite Coordinator

Location : Hybrid San Francisco CA/Austin TX

Role Summary

We are looking for an experienced Salesforce Functional Consultant / Business Analyst with strong knowledge of Salesforce Service Cloudand Salesforce administration concepts. The associate will act as the onsite functional interface between Application Managers, Engineering teams and offshore QA teams in India and Singapore.

The role requires strong stakeholder management and the ability to understand business and implementation requirements, translate them into testable business scenarios, guide offshore teams, review test coverage, and support functional clarifications throughout validation. Prior Salesforce QA/testing experience is preferred and will be an advantage, but this is primarily a functional Business Analyst / coordination role rather than a conventional QA execution role.

Key Responsibilities

• Stakeholder Management: Work closely with Salesforce Application Managers, Product/Business stakeholders, developers and Engineering teams to understand business requirements, functional changes and implementation details.
• Act as the primary functional point of contact / onsite coordinator between stakeholders and the India and Singapore offshore QA teams.
• Understand and clarify functional requirements and translate them into clear, testable business scenarios for offshore validation teams.
• Conduct requirement walkthroughs with offshore teams and ensure they understand the intended business functionality, workflows and expected outcomes.
• Review offshore test strategy, test scenarios and test cases to ensure adequate functional, end-to-end and business-process coverage.
• Monitor validation/testing activities and provide functional guidance to offshore teams throughout execution.
• Work with Application Managers, Engineering and Development teams to obtain functional clarifications, configuration details and test-data support required by offshore teams.
• Support defect triage by helping determine expected Salesforce behavior and facilitating discussions between offshore QA and Engineering teams.
• Coordinate with stakeholders on issue resolution, validation status, business risks and readiness.
• Ensure effective communication and seamless coordination across onsite stakeholders and geographically distributed India/Singapore teams.
• Support functional validation of Salesforce configurations and business processes rather than focusing only on test execution.

Required Skills

• Strong hands-on functional knowledge of Salesforce Service Cloud.
• Good understanding of Salesforce Service Cloud and Case Management capabilities, including case lifecycle, case routing, escalation/de-escalation, agent configuration, and related workflows/configurations.

• Working knowledge of Salesforce administration concepts such as user management, roles, profiles, permissions, and security/access management.

• Strong ability to understand business and functional requirements and convert them into validation scenarios.
• Experience working with Business/Application stakeholders, Engineering teams, developers and QA teams.
• Strong understanding of end-to-end business process validation and functional impact analysis.
• Experience reviewing test scenarios/test cases and ensuring comprehensive functional coverage.
• Experience supporting defect triage, functional clarification, configuration and test-data requirements.
• Strong stakeholder communication, coordination and presentation skills.
• Ability to work effectively with geographically distributed onsite and offshore teams.
• Prior Salesforce functional testing / QA experience is preferred and considered an advantage.

Secondary Skills

• Experience with Salesforce Experience Cloud / Community Cloud.
• Understanding of Salesforce integrations with upstream/downstream or third-party applications.
• Experience supporting Salesforce release, enhancement or production-change validation.
• Exposure to Agile delivery models and collaboration with Product, Engineering and QA teams.
• Exposure to Salesforce Agentforce, including functional understanding or validation/testing of Agentforce-based use cases, is an added advantage.

Qualifications

• 5+ years of Salesforce experience, preferably across Functional Consultant, Business Analyst, Salesforce Admin, Solution Validation or Salesforce QA roles.
• Strong functional understanding of Salesforce Service Cloud.
• Salesforce Administrator certification or relevant Salesforce certification would be advantageous.
• Strong analytical and problem-solving capabilities.
• Excellent verbal and written communication skills.
• Demonstrated ability to coordinate effectively between business stakeholders, engineering teams and offshore delivery/QA teams.