Salesforce Omnichannel Business Analyst

About the role

Galileo Global Education's HUB in Hungary provides IT services to the Group's schools and business units. Following Salesforce's decision to stop integrating Omnichannel solutions in Sales Cloud via Open CTI, the International CRM team is looking for a Salesforce Business Analyst with Omnichannel experience to design and implement the new solution. The role bridges business stakeholders and technical teams, defining needs, designing functional solutions and supporting implementation across group and local projects.

The Group is running a Request for Proposal for its Omnichannel solution, starting a rollout in autumn 2026 across 12 Salesforce orgs, with the focus then shifting to exploring the new solution's capabilities. The position is based in Budapest and available immediately.

Key responsibilities

• Prepare and facilitate functional workshops with business teams and key users
• Gather, analyse and document business requirements for the omnichannel solution
• Contribute to functional design and validation committees
• Propose improvements to the omnichannel application and its integration with Salesforce
• Translate business needs into clear specifications, including omnichannel-related solutions
• Act as a reference point for the omnichannel solution with internal and external stakeholders
• Support the administration, configuration and implementation of omnichannel platforms using Agile methods
• Work on both Group-level projects and local school projects

Required profile

• Proven experience in Omnichannel projects and in Salesforce Sales or Service Cloud projects
• Strong interest in business processes, user needs and client organisations
• Ability to manage client requests rigorously from initial need to delivery
• Good understanding of IT projects and ability to work with business users, directors, developers, architects and infrastructure experts
• Excellent written and spoken English and strong interpersonal skills
• Willingness to travel to the Paris HQ and to schools occasionally (expected 2-4 times per year)

Required skills

• Knowledge of IT concepts such as architecture, APIs, web services, databases, SQL, MDM and CI/CD pipelines
• Experience with Salesforce configuration and customisation
• Proven experience using AI solutions in daily operations
• Nice to have: hands-on experience with Twilio Flex, Salesforce Agentforce Contact Center or Amazon Connect, Salesforce Agentforce, Salesforce Marketing Cloud, and fluency in French

What we offer

• A salary reflecting expertise and impact
• SZÉP card cafeteria benefits and private health insurance
• Home office three times a week
• Team-building events, professional development support and training