Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.
Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.
The Five9 IT organization is responsible for and passionate about best-in-class employee, customer and partner experience. We work hard but our differentiator is that we place equal priority on teamwork, collaboration and embodying our culture and values.
As a BSA, you will have a solid foundational knowledge of salesforce.com business capabilities and how it can be leveraged to meet business needs in Quote to Cash and other GTM business functions. You will have a critical multi-faceted role that is comprised of requirements gathering and analysis, business process and user story documentation, and champion for continuous process optimization.
This position is based out of one of the offices of our affiliate Acqueon Technologies in India, and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products, collaborating with global teammates based primarily in the United States.
Responsibilities
- Business Analysis & Requirements Management
- Engage with cross-functional stakeholders to elicit and analyze business needs related to Salesforce.
- Translate business requirements into detailed user stories with clear acceptance criteria.
- Maintain and refine the product backlog, ensuring stories are prioritized based on business value.
- Conduct gap analysis between current state and future state processes
- Collaborate with Salesforce developers, admins, and architects to design scalable, user-friendly solutions using Sales Cloud, Service Cloud, and other Salesforce products.
- Understand Salesforce.com capabilities (flows, validation rules, custom objects, etc.) to a level where you can recommend solutions.
- Serve as the Product Owner proxy in Agile ceremonies: backlog grooming, sprint planning, daily stand-ups, demos, and retrospectives.
- Assist the business with test cases for functionality validation, user acceptance testing (UAT), and regression testing.
- Partner with QA and business testers to ensure solution quality and adherence to requirements.
- Business processes mapping and documentation.
- Act as a liaison between ITBP, IT and business units to promote effective communication and collaboration.
- Support integration initiatives between Salesforce and upstream/downstream systems (e.g., ERP, CPQ, Marketing Automation)
- Contribute to Agile practices including Sprint planning, sprint reviews, and capacity forecasting.
- Track and report on key Agile metrics (velocity, sprint progress, defect resolution) to drive delivery transparency.
- Frame business requirements as user stories with acceptance criteria that are considered development ready
- Ensuring that development of the user stories meet delivery expected business results and meet success criteria
- Overseeing and facilitating and guiding the business product owners with UAT testing
- Partner with the IT Business Partners and business stakeholders to shape business demand.
- Develop domain knowledge to identify and evaluate and address multi-functional and cross-system dependencies.
- Ability to make recommendations and ask relevant questions regarding upstream/downstream functionality intersection points.
Key Competencies
- Attention to detail and strong problem-solving skills
- Self-starter with a high degree of flexibility, independence and initiative
- Team-oriented mindset with a willingness to learn, grow and collaborate
- Comfortable working in a fast-paced, collaborative environment
- Strong communication, organization, and interpersonal skills
- Confident in ability to communicate with both IT and business at all levels of the organization
- Strong documentation, business process mapping and analytical skills
- Ability to be organized, timely follow-ups, proactive at communication
Qualifications:
- Salesforce.com or equivalent CRM, Billing and Revenue Management platform knowledge
- 5+ years of experience in business analysis or related field
- Bachelor’s degree in computer science, MIS or equivalent experience is desired
- Basic understanding of project management methodologies (Agile, Scrum, or Waterfall)
- Great at execution, communication, critical thinking and problem solving.
This position is based out of one of the offices of our affiliate Acqueon Technologies in India, and will adopt the hybrid work arrangements of that location. You will be a member of the Acqueon team with responsibilities supporting Five9 products, collaborating with global teammates based primarily in the United States.
Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.
View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.
Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.
Five9 Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Five9 and has not been reviewed or approved by Five9.
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Healthcare Strength — Employer-paid employee premiums, multiple plan options, and broad coverage across medical, dental, vision, disability, FSAs, and EAP are emphasized as core elements of the package. These features position healthcare as a standout component of total rewards.
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Equity Value & Accessibility — Equity grants and an ESPP are highlighted as meaningful parts of total compensation. Feedback suggests these stock components can materially enhance overall pay when company performance is favorable.
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Fair & Transparent Compensation — Public job postings include salary ranges and company materials describe formal peer benchmarking of pay. These practices indicate structure and visibility around compensation decisions.
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What We Do
Five9 is an industry-leading provider of cloud contact center solutions, bringing the power of cloud innovation to more than 2,000 customers worldwide and facilitating billions of customer engagements annually. The Five9 Intelligent Cloud Contact Center provides digital engagement, analytics, workflow automation, workforce optimization, and practical AI to help customers reimagine their customer experience. Designed to be reliable, secure, compliant, and scalable, the Five9 platform helps increase agent and supervisor productivity, connects the contact center to the business, and ultimately deliver tangible business results including increased revenue and enhanced customer trust and loyalty
