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.
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
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
Work Location: This role is fully remote for candidates who reside outside the 50 mile radius of our San Ramon office. For candidates who reside within 50 miles of our San Ramon location, this role is Hybrid and would require 3 days a week (M, W, TH) in our San Ramon office.
As part of our continued commitment to diversity, equity, and inclusion, Five9 supports pay transparency during the entire recruitment process. Actual compensation packages are based on several factors that are unique to each candidate including, but not limited to: skill set, depth of experience, certifications, and specific work location. The range displayed reflects the minimum and maximum target for new hire salaries for the job across the United States. Your recruiter can share more about the specific compensation package during your hiring process.
Additionally, the total compensation package for this position may also include an annual performance bonus, stock, and/or other applicable incentive compensation plans.
Our total reward package also includes:
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.
All compensation and benefits are subject to the requirements and restrictions set forth in the applicable plan documents and any written agreements between the parties.
The US base salary range for this role is below.
$70,400—$196,300 USD
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.
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Five9 is a cloud-based contact center platform that provides customer service and AI solutions to enterprises. The company offers tools for managing customer interactions across multiple channels while enabling organizations to improve customer experience and operational efficiency.
Visit website$70,400 – $196,300
Base + Bonus · Other Equity