Omnichannel Business Analyst

Job description

Axos Business Center, Corp About This Job We are looking for a collaborative, business focused Omnichannel Business Analyst to support and enhance our customer engagement platforms, including Five9, Salesforce Service Cloud, Salesforce Sales Cloud, and related omnichannel applications. This role is ideal for an analytical problem solver who excels at understanding business processes, gathering requirements, and translating needs into system capabilities. The analyst will partner closely with stakeholders across Operations, Technology, Product, and Vendor Teams to drive efficiency, improve customer interactions, and support adoption of our omnichannel tools. Key Responsibilities: Business Analysis & Process Optimization Partner with business stakeholders to understand workflows and opportunities for improvement Document business requirements, user stories, and process flows Identify optimization opportunities within agent workflows and customer experience paths Translate business needs into functional specifications Manage ADO backlog for Omnichannel team, including supporting Agile activities such as sprint planning Platform Support: Five9 & Salesforce Assist with light configuration changes in Five9 and Salesforce Support troubleshooting of Salesforce + Five9 connections Perform initial triage and collaborate with technical teams Help coordinate release activities and testing Vendor & Cross‑Functional Coordination Work closely with Five9, Salesforce, and other vendors Training, Change Management & Adoption Create user documentation, process guides, and training materials Conduct trainings, demos, and enablement workshops Encourage adoption of new features; gather user feedback Quality Assurance & Testing Develop and execute test scripts Validate cross‑platform functionality between Five9 and Salesforce Support user acceptance testing Required Skills & Qualifications Bachelor's degree in Business Administration, Information Systems, Communications, or related 1–3 years in a business systems or operations analyst role Experience supporting Salesforce Understanding of contact center technologies like Five9 Strong communication and requirements‑gathering skills Ability to troubleshoot based on processes and system interactions Strong attention to detail and ability to multitask Preferred Qualifications Hands‑on experience with Five9 Familiarity with Salesforce CTI connectors and CRM integrations Vendor coordination experience Exposure to Agile Experience writing training materials Basic understanding of APIs or system dependencies About Axos Born digital-first, Axos delivers financial tools and services that allow individuals, small businesses, and companies to access and manage their money how, when, and where they want. We’re a diverse team of dynamic, insightful, and independent innovators who are excited to provide technology-driven solutions that offer unbeatable value to our customers. Axos Financial is our holding company and is publicly traded on the New York Stock Exchange under the symbol "AX" (NYSE: AX). Learn More about working at Axos Business Center Pre-Employment Background Check, Medical, and Drug Test: All offers are contingent upon the candidate successfully passing a credit check, criminal background check, and pre-employment medical and drug screening. Equal Employment Opportunity: Axos is an Equal Opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, religious creed, color, sex (including pregnancy, breast feeding and related medical conditions), gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship status, military and veteran status, marital status, age, protected medical condition, genetic information, physical disability, mental disability, or any other protected status in accordance with all applicable federal, state, and local laws. Job Functions and Work Environment: While performing the duties of this position, the employee is required to sit for extended periods of time. Manual dexterity and coordination are required while operating standard office equipment such as computer keyboard and mouse, calculator, telephone, copiers, etc. The work environment characteristics described here are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.