Salesforce Business Systems Analyst - Lead to Cash

Five9 • San Ramon, CA

7h • Hybrid

About The Position

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.
As a Salesforce Business Systems Analyst - Lead to Cash, you will partner with the IT Business Partner as the liaison between the IT Delivery team and business stakeholders (e.g., Sales Operations, Revenue Operations, and Customer Support). You will gather requirements, provide detailed analysis, facilitate discovery sessions, and document functional specifications for the development, documentation, and testing of Salesforce (Sales Cloud and Service Cloud) and adjacent business systems (e.g., CPQ/billing, case management/telephony integrations, and reporting/analytics).
The Business Technology organization at Five9 enables the systems and solutions that run, scale, and transform how the company operates. We collaborate closely with business leaders across the enterprise to translate strategic priorities and operational needs into clear, actionable requirements, drive thoughtful prioritization, and ensure the successful delivery of impactful technology initiatives.

Requirements

• 5+ years’ experience as a Business Systems Analyst
• 5+ years’ experience with Salesforce (e.g., Sales Cloud and/or Service Cloud)
• Experience with CPQ and/or billing systems and their Salesforce integrations
• Proven ability to elicit requirements and translate them into user stories with clear acceptance criteria
• Experience working in Agile/Scrum teams, including backlog refinement, prioritization, and sprint ceremonies
• Ability to support a cross-functional, enterprise user base by managing multiple concurrent enhancements
• Strong written communication skills, including process documentation, release notes, and end-user enablement materials
• Great at execution, communication, critical thinking, coordination of work, and problem solving
• A bachelor’s degree or an equivalent qualification is required

Responsibilities

• Analyze business requests and translate into functional specifications
• Develop and document deep business processes and domain knowledge
• Capture use cases, user stories, and acceptance criteria for new requests
• Develop artifacts to illustrate process flows using tools such as Lucidchart and Visio
• Lead UAT planning and execution, including test cases, defect triage, and release readiness sign-off
• Facilitate backlog grooming and prioritization in partnership with the Business Engagement Director
• Provide demos and training to business partners to showcase solutions with business context
• Partner with business operations counterparts on prioritization, requests, and inquiries
• Understand and perform Agile sprints, standard processes, tool entry (Jira or similar), and execution,
• Maintain high-level familiarity with other IT system/business application capabilities and scope definition to make recommendations and ask relevant questions about upstream/downstream functionality intersection points.
• Coordinate and perform system testing to ensure requirements are met. Work closely with project team during user acceptance testing (UAT); including tracking issues through to resolution and securing end user acceptance sign-off

Benefits

• Health, dental, and vision coverage, beginning on the first day of employment. Five9 covers 100% of the employee portion of the health, dental and vision coverage and shares a high portion of the dependent cost. We also offer Short & Long-Term Disability, Basic Life Insurance, and a 401k saving plan with employer matching.
• Access to an innovative mental health support platform that offers personalized care and resources in areas such as: therapy, coaching and self-guided mindfulness exercises for all covered employees and their covered dependents.
• Generous employee stock purchase plan.
• Paid Time Off, Company paid holidays, paid volunteer hours and 12 weeks paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees