Salesforce Functional Business Analyst / Onsite Coordinator

Location: Hybrid – San Francisco, CA / Austin, TX
Job Type: Contract
Experience: 8+ Years
Work Arrangement: Hybrid
Work Authorization: Visa-independent candidates only

Role Summary

We are seeking an experienced Salesforce Functional Consultant / Business Analyst with strong knowledge of Salesforce Service Cloud and Salesforce administration concepts.

The candidate will serve as the onsite functional interface between Application Managers, Engineering teams, and offshore QA teams located in India and Singapore.

This role requires strong stakeholder management skills and the ability to understand business and implementation requirements, translate them into testable business scenarios, guide offshore teams, review test coverage, and provide functional clarification throughout validation.

Prior Salesforce QA/testing experience is preferred; however, this is primarily a functional Business Analyst and coordination role rather than a conventional QA execution position.

Key Responsibilities

• 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 and onsite coordinator between stakeholders and offshore QA teams in India and Singapore.

• Understand and clarify functional requirements and translate them into clear, testable business scenarios.

• Conduct requirement walkthroughs with offshore teams and ensure understanding of business functionality, workflows, and expected outcomes.

• Review offshore test strategies, test scenarios, and test cases to ensure adequate functional, end-to-end, and business-process coverage.

• Monitor validation and testing activities and provide functional guidance throughout execution.

• Work with Application Managers, Engineering, and Development teams to obtain functional clarifications, configuration details, and test-data support.

• Support defect triage by determining expected Salesforce behavior and facilitating discussions between offshore QA and Engineering teams.

• Coordinate with stakeholders on issue resolution, validation status, business risks, and release readiness.

• Ensure effective communication and coordination across onsite stakeholders and geographically distributed offshore teams.

• Support functional validation of Salesforce configurations and business processes.

Required Skills

• Strong hands-on functional knowledge of Salesforce Service Cloud.

• Strong understanding of Case Management, including:

  • Case lifecycle

  • Case routing

  • Escalation/de-escalation

  • Agent configuration

  • Related workflows and configurations

• Working knowledge of Salesforce administration concepts, including:

  • User management

  • Roles and profiles

  • Permissions

  • Security and access management

• 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 and test cases for 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.

Secondary Skills

• Experience with Salesforce Experience Cloud / Community Cloud.

• Understanding of Salesforce integrations with upstream, downstream, or third-party applications.

• Experience supporting Salesforce releases, enhancements, or production-change validation.

• Exposure to Agile delivery methodologies and collaboration with Product, Engineering, and QA teams.

• Exposure to Salesforce Agentforce, including functional understanding or validation/testing of Agentforce use cases, is an added advantage.

Qualifications

• 5+ years of Salesforce experience, preferably across Functional Consultant, Business Analyst, Salesforce Administrator, Solution Validation, or Salesforce QA roles.

• Strong functional understanding of Salesforce Service Cloud.

• Salesforce Administrator certification or other relevant Salesforce certification is preferred.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills.

• Demonstrated ability to coordinate effectively between business stakeholders, engineering teams, and offshore delivery/QA teams.

Work Authorization

Only visa-independent candidates will be considered.