Omnichannel Business Analyst (Salesforce/Five9)

Location: Manila, Philippines

Company

Axos delivers digital financial tools and services for individuals, small businesses, and companies.

What you will do

• Analyze business workflows, document requirements, user stories, and process flows, and translate needs into functional specifications.
• Identify improvements across agent workflows and customer experience paths while managing the Omnichannel team backlog and supporting sprint planning.
• Support Five9 and Salesforce through light configuration, connection troubleshooting, initial triage, release coordination, and testing.
• Coordinate with Five9, Salesforce, and other vendors as well as Operations, Technology, and Product stakeholders.
• Create documentation and training materials, conduct demos and enablement workshops, and support feature adoption.
• Develop test scripts, validate Five9–Salesforce functionality, and support user acceptance testing.

Requirements

• Bachelor’s degree in Business Administration, Information Systems, Communications, or a related field.
• 1–3 years of experience in a business systems or operations analyst role.
• Experience supporting Salesforce and an understanding of contact center technologies such as Five9.
• Strong communication, requirements-gathering, troubleshooting, attention-to-detail, and multitasking skills.

Nice to have

• Hands-on Five9 experience and familiarity with Salesforce CTI connectors or CRM integrations.
• Vendor coordination experience and exposure to Agile practices.
• Experience writing training materials and a basic understanding of APIs or system dependencies.

Culture & Benefits

• Technology-driven environment focused on improving customer access to financial services.
• Collaboration with Operations, Technology, Product, and vendor teams.
• Employment offers are contingent on successful credit, criminal background, medical, and drug screening.