We're looking for a Salesforce professional who blends deep hands-on configuration skills with strong Business Systems Analyst (BSA) expertise. This hybrid role will support and evolve Avalara's support technology stack with a focus on Service Cloud, Experience Cloud, and Agentforce, while driving AI-forward workflows that improve agent productivity and customer experience.

You'll partner across Support, Compliance, Product, Engineering, and Customer Experience teams to gather requirements, optimize processes, and build solutions that scale — with a focus on Omni-Channel Routing, Prompt Engineering, Skills-Based Assignment, and AI-driven guidance.

• #LI-Remote
• Reporting to Sr Manager, Business Applications

Solution Design & Configuration

• Lead end-to-end setup of Service Cloud and Experience Cloud features, including data models, access controls, and site/community architecture.
• Configure and enhance Agentforce workflows, including prompt templates for AI-driven agent guidance.
• Manage MIAW (Messaging for In-App and Web) setup and coordinate rollout with the digital engagement team.
• Translate prompt-based agent guidance into usable flows by partnering with SMEs to refine intent, test edge cases, and iterate for accuracy.

Omni-Channel & Routing Strategy

• Design and implement Skills-Based Routing across voice, chat, and digital channels to optimize SLA performance.
• Define and maintain presence statuses, capacity models, and routing rules based on real-time needs.
• Integrate CRM Analytics for dashboarding, queue monitoring, and performance insights.

Business Systems Analysis

• Facilitate requirements-gathering sessions with support leaders and frontline users.
• Translate business needs into well-defined user stories, process flows, and technical documentation.
• Lead UAT execution, user training, and support change management across teams.

Cross-Functional Collaboration & Enablement

• Partner closely with developers, product owners, and Salesforce operations teams to deliver high-impact releases.
• Document and maintain best practices, admin guides, and user-facing training materials.
• Provide knowledge transfer and enablement to ensure long-term platform adoption and self-sufficiency.

• 5+ years of hands-on Salesforce experience as an Admin, Consultant, or BSA, with proven Service Cloud and/or Experience Cloud project delivery.
• Experience configuring Omni-Channel Routing, Skills-Based Assignment, and agent workflows in production environments.
• Hands-on expertise with Experience Builder, Agentforce, and prompt-driven flows.
• Proficient in process mapping, stakeholder interviews, backlog grooming, UAT coordination, and documentation.
• Salesforce certifications: Advanced Administrator, Platform App Builder, or equivalent.
• Excellent written and verbal communication skills; able to collaborate across technical and non-technical stakeholders

Total Rewards

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness
Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive culture and diversity
Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

We’re defining the relationship between tax and tech.

We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world.

We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too.

We’re An Equal Opportunity Employer

Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.