Job Description

The ESaaS - Discovery Lead will play a crucial role in our Salesforce Service Cloud projects. They will collaborate closely with business stakeholders, especially those in contact center operations, to understand their needs and challenges. By conducting thorough requirement elicitation and business process mapping, the Discovery Lead will define and propose innovative and scalable solutions during the discovery phase. This role is key to ensuring our Salesforce implementations are tailored to our clients' unique business requirements.

• Key Responsibilities

• Lead discovery workshops and requirement elicitation sessions with business stakeholders

• Understand and document current-state (AS-IS) and future-state (TO-BE) processes

• Drive process mapping for contact center operations and customer service workflows

• Translate business needs into functional and high-level technical requirements

• Define solution approach in alignment with Salesforce Service Cloud capabilities

• Collaborate with Architects and Delivery teams for solution alignment

• Identify gaps, risks, and dependencies during discovery phase

• Prepare key artifacts including BRD, FRD, process flows, and use cases

• Support estimation and roadmap planning based on discovery outcomes

• Facilitate stakeholder alignment and sign-offs for requirements and scope

• Domain Expertise

• Strong experience in Contact Center Operations

• Case Management lifecycle and Service Cloud processes

• Customer support workflows, SLAs, and escalation models

• Experience in Omni-Channel and customer service routing models

• Required Skills (Must-Have)

• Salesforce Service Cloud expertise (Mandatory)

• Strong experience in requirement elicitation and stakeholder management

• Process mapping (AS-IS / TO-BE) and business analysis

• Workshops facilitation and documentation skills

• Understanding of Omni-Channel, routing, and service workflows

• Tools & Techniques

• Process mapping tools (Visio, Lucidchart, Miro)

• Agile / Scrum methodologies

• Documentation tools (JIRA, Confluence, etc.)

• Certifications

• Salesforce Service Cloud Consultant (Preferred)

• Business Analysis certifications (CBAP, PMI-PBA) preferred

• Agile / Scrum certifications preferred

• Experience

• 18+ years of IT experience

• 10+ years in Business Analysis / Discovery roles

• Experience in Salesforce Service Cloud projects

At Zensar, we’re “experience-led everything” We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.