Business Analyst (Commercial Real Estate / Salesforce / Call Center)
Overview
We are seeking a Business Analyst to support multiple initiatives for a Commercial Real Estate organization, including a Customer 360 data initiative and a call center transformation project. The Business Analyst will work closely with business stakeholders, architects, and technical teams to gather requirements, document processes, and help guide solution design across multiple systems including Salesforce and call center technology platforms.
This role will focus on translating business needs into clear technical requirements and helping drive projects forward across cross-functional teams.
Key Responsibilities
Gather and document business and technical requirements across Customer 360 and call center initiatives
Work with stakeholders to define customer data requirements and data flows across systems
Support call center improvements including telephony, SMS texting, and Salesforce integration
Create process maps, user stories, and functional requirements documentation
Act as liaison between business stakeholders, architects, and development teams
Support ongoing project delivery and help ensure solutions align with business goals
Assist with vendor/partner coordination for technology delivery teams
Must-Have Skills
5+ years of Business Analyst experience on technology or systems projects
Strong experience gathering and documenting requirements and writing user stories
Experience working on Customer Data / Customer 360 / CRM-related projects
Experience working with Salesforce or CRM platforms
Experience working with call center / contact center technology (telephony, SMS, routing, etc.)
Strong stakeholder communication and ability to bridge business and technical teams
Nice-to-Have Skills
Commercial Real Estate industry experience
Experience with MoneyPenny / VoiceNation / call center platforms
Experience with SMS / texting platforms integrated with CRM
Experience working on Customer 360 or data consolidation initiatives
Experience working alongside Architects, PMs, and external implementation partners
Experience with field service or field operations technology (Field Service, Field IQ, etc.)