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Serve as the liaison between clients and technical teams to translate business requirements into Salesforce Service Cloud Voice and Amazon Connect configurations. Lead requirements engineering, support solution design, manage tactical project tasks, drive process improvements (IVR/chatbots), and lead client engagement including training and UAT.
Federal Business Analyst - Salesforce Service Cloud Voice + Amazon Connect
Location: United States - We are fully remote!
Summary
Thunder is expanding its strategic partnership with AWS, and we are looking for a dedicated Business Analyst to join our Amazon Connect practice. In this role, you will act as a critical bridge between our clients' business needs and the technical implementation of Contact Center as a Service (CCaaS) solutions.
You will work closely with Solution Architects and Developers to translate complex business requirements into scalable Salesforce and Amazon Connect configurations. If you are a curious problem-solver who loves refining processes and building the future of cloud consulting, you'll fit right in with our culture of builders.
Day-to-Day Roles + Responsibilities
- Requirements Engineering: Translate client business requirements into detailed business process documents, user stories, and functional specifications for Amazon Connect and Salesforce Service Cloud Voice.
- Solution Design Support: Partner with Solution Architects to map functional requirements to technical requirements, ensuring solutions align with the client’s business goals.
- Project Management: Wear the "General Manager" hat for tactical project aspects, managing day-to-day schedules, budgets, and deliverables while providing regular status reports.
- Process Improvement: Evaluate existing client business processes to identify opportunities for enhancement through CCaaS innovation, such as smart IVR or chatbots.
- Client Engagement: Serve as a primary point of contact for operational project aspects and lead clients through the execution of Training and User Acceptance Testing (UAT).
Required Qualifications
- US Citizen with the ability to obtain security clearance(s)
- Consulting Experience: 3-5+ years of experience within the Salesforce or AWS ecosystem, preferably with a Salesforce Implementation Partner.
- CCaaS Knowledge: Hands-on experience or deep understanding of Amazon Connect platform capabilities and Service Cloud Voice.
- Multitasking Ability: Demonstrated ability to confidently support or lead multiple small-to-midsize engagements at various stages simultaneously.
- Technical Literacy: Strong skills in process documentation, business modeling, and using productivity tools like Asana, Gong, or Salesforce CRM.
- Global Collaboration: Proven success in partnering with nearshore and offshore resources to deliver project success.
- Education: Bachelor’s Degree preferred.
- Federal Experience Strongly Preferred
Why Thunder? Because You Deserve More Than Just a Job.
- A Culture of Builders – We’re a remote-first, global team of curious, collaborative problem-solvers. You’ll have the opportunity to refine processes, solve challenges, and help shape the future of Salesforce and Amazon consulting. If you’re excited to build, innovate, and grow, you’ll fit right in.
- Forge Your Own Path – At Thunder, you’re not just filling a role—you’re shaping it. Whether it’s jumping into presales, refining our methodology, or building something entirely new, the opportunity to innovate is yours to take.
Perks In Store for You:
- Comprehensive Benefits with Sequoia – Medical, Dental, Vision, and Employer-Paid Life/Disability Insurance to keep you and your loved ones covered.
- Ownership & Impact – Stock options in a fast-moving, high-growth company. Every employee plays a part in what we’re building. Come make your mark!
- Level Up Your Career – Real opportunities to grow your Salesforce and Amazon expertise through mentorship, certifications, and hands-on experience with cutting-edge technology.
- Work from anywhere (well, almost 😉) - Enjoy the freedom of remote work, flexible PTO (with a 2-week minimum!), and generous leave policies - because the best work happens where you’re happiest.
- People-First Flexibility – We’re always listening, evolving, and adapting. Your feedback helps shape our policies, ensuring you can thrive - professionally and personally.
Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If most of this job description describes you, then we encourage you to please apply for this role. Thunder is proud to be an Equal Opportunity employer, and is deeply committed to building and supporting our diverse team through inclusive, equitable hiring practices.
Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications. We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role. If most of this job description describes you, then we encourage you to please apply for this role. Thunder is proud to be an Equal Opportunity employer, and is deeply committed to building and supporting our diverse team through inclusive, equitable hiring practices.
Thunder does not accept unsolicited resumes from recruitment agencies. All resumes submitted by recruitment agencies to any employee via email, the Internet (including LinkedIn), or directly without a fully-executed search agreement will be deemed the sole property of Thunder, and no fee will be paid in the event the candidate is hired.
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