Salesforce Business Aanlayst

Job Summary We are seeking an experienced Salesforce Business Analyst with hands-on exposure to Salesforce Agentforce (AI Agents) to drive intelligent automation, improve customer experiences, and optimize business processes. The ideal candidate will act as a bridge between business stakeholders and technical teams, translating requirements into scalable Salesforce and AI-driven solutions. Key Responsibilities Business Analysis & Stakeholder Management • Elicit, analyze, and document business requirements for Salesforce implementations across Sales, Service, Experience, and AI-driven processes • Conduct workshops, interviews, and requirement-gathering sessions with internal stakeholders • Translate business needs into functional requirements, user stories, acceptance criteria, and process flows • Serve as a trusted advisor on Salesforce best practices and AI use cases Agentforce & AI Enablement • Identify opportunities to leverage Salesforce Agentforce (AI Agents) for: • Case automation and intelligent routing • Conversational self-service and virtual agents • Agent productivity and next-best-action recommendations • Define Agent behaviors, triggers, escalation paths, and guardrails • Collaborate with technical teams to validate Agent logic, workflows, and outcomes • Support testing, validation, and tuning of AI Agents for accuracy and business alignment Salesforce Configuration Support • Work closely with Admins and Developers on: • Flows, Omnichannel, Service Cloud, and automation use cases • Agentforce integrations with Data Cloud, Service Cloud, and Einstein features • Assist in solution design reviews to ensure alignment with business goals Documentation & Delivery • Create and maintain: • Business Requirement Documents (BRD) • Functional Requirement Documents (FRD) • User stories and process diagrams • Support UAT planning, execution, and sign-off • Ensure smooth change management and user adoption Required Skills & Qualifications Core Salesforce Skills • 10+ years of experience as a Salesforce Business Analyst • Strong knowledge of Service Cloud, Sales Cloud, and Salesforce automation • Hands-on experience working with Flows, Omnichannel, Case Management, and reporting Agentforce / AI Experience • Experience working with Salesforce Agentforce (AI Agents) or equivalent AI-driven automation • Understanding of AI use cases, conversational workflows, and intelligent process automation • Exposure to Einstein AI, Data Cloud, or intelligent recommendations is a strong plus Business & Analytical Skills • Strong requirement elicitation, documentation, and process modeling skills • Ability to translate complex business needs into actionable Salesforce solutions • Excellent communication and stakeholder management skills Preferred Qualifications • Salesforce certifications (Admin, Business Analyst, Service Cloud preferred) • Experience in Healthcare, Financial Services, or Enterprise CRM environments • Exposure to Agile/Scrum delivery models • Experience supporting AI ethics, governance, or compliance is an advantage Nice to Have • Understanding of Salesforce roadmap for AI, Agentforce, and Data Cloud • Experience supporting chatbot, virtual agent, or AI-assisted service transformations • Background working with cross-functional global teams Why Join Us • Work on cutting-edge Salesforce AI and Agentforce implementations • Opportunity to shape intelligent customer and agent experiences • Collaborative, innovation-driven environment