Sr. Business Systems Analyst - GTM

Waymo • Mountain View, CA

256d • $158,000 - $200,000

About The Position

Waymo is an autonomous driving technology company with the mission to be the most trusted driver. Since its start as the Google Self-Driving Car Project in 2009, Waymo has focused on building the Waymo Driver—The World's Most Experienced Driver™—to improve access to mobility while saving thousands of lives lost to traffic crashes. The Waymo Driver powers Waymo One, a fully autonomous ride-hailing service, and can also be applied to a range of vehicle platforms and product use cases. The Waymo Driver has provided over one million rider-only trips, enabled by its experience autonomously driving tens of millions of miles on public roads and tens of billions in simulation across 13+ U.S. states. The Business Systems team defines and builds the business IT architecture that supports the commercial operation of Waymo's autonomous fleet. The team stands at the intersection of finance, operations and IT; through creative architecture, expertise and designing for scale, it ensures that Waymo has world-class capabilities across all its business processes. You will report to our Sr. Manager, Supply Chain & GTM System and be based in Bay Area, California.

Requirements

• Bachelor's degree in Computer Science, Engineering or equivalent years of work experience
• Experience with Salesforce products (Service Cloud, Marketing Cloud, Partner Cloud)
• Proven experience in leading and managing CCaaS platforms (e.g. NICE CXone, Twilio) including configuration, administration, and integration
• Significant experience with Salesforce and integration with CCaaS solutions
• Deep understanding of contact center operations, workflows, and best practices
• Exceptional communication and collaboration skills with a proven track record of implementing impactful cross-functional programs in a complex organizational environment
• At least 10 years of relevant experience

Nice To Haves

• Certifications in relevant CCaaS or CRM platforms (NICE CXone/ Twilio/Salesforce)
• Experience with AI-powered contact center technologies (e.g., chatbots, voicebots)
• Knowledge of telecommunications infrastructure and concepts

Responsibilities

• Create the 'to-be' technology footprint, develop solutions roadmap and phased implementation approach to achieve strategic business objectives within GTM and Operations
• Lead the implementation and support of the partner portal leveraging Salesforce Community Cloud, including defining the vision, strategy, and roadmap for the partner portal/partner communities
• Design and implement marketing automation campaigns, email communications, and partner-specific journeys within Marketing Cloud
• Serve as the primary subject matter expert for our CCaaS (e.g., Twilio, NICE CXone) and CRM (Salesforce Service Cloud) platforms
• Manage the configuration, customization, and integration of CCaaS and CRM systems to meet evolving business needs
• Lead functional tasks and deliverables including: process definition and re-engineering, requirements gathering, fit/gap analysis, functional design, testing, training, reporting, support, and continuous improvement of business applications
• Work on creating Business requirements document, Functional specification document, Technical specifications document, process flow diagrams, user stories, and test cases to support the design and development of a wide variety of business system tools
• Drive cross-functional collaboration to deliver successful products and/or features, including process, and change management

Benefits

• Discretionary annual bonus program
• Equity incentive plan
• Generous Company benefits program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree