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
Requirements
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
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:
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.
Benefits
Equity / stock options
Additional Information
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.
Axos · Manila, Philippines