Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Business Systems Analyst 2 About the job This position is needed to provide operational and technical Salesforce support to North America and Latin America Sales organizations. The role ensures Salesforce CPQ, OLM, and multiple Salesforce instances run efficiently, supporting business processes with high process integrity and stability. This role requires to work on NAMER shift(8:30PM - 6:30AM IST) Responsibilities In this role, you’ll: Manage Salesforce user setup, roles, profiles, permissions, and security settings. Oversee Salesforce case management, ensuring SLAs and response times are met. Maintain page layouts, workflows, validation rules, and approval processes. Serve as the escalation point for advanced Salesforce user requests. Troubleshoot and resolve CPQ and multi-instance Salesforce issues. Configure and maintain Salesforce CPQ (catalogs, pricing, discounting, approvals). Support OLM processes including orders, renewals, cancellations, and billing triggers. Ensure synchronization of Salesforce data with ERP/Billing systems. Collaborate with Sales Ops, Finance, IT, and Product teams. Recommend p