Salesforce BA

As a Principal Consultant/Business Analyst, you will play a crucial role in connecting business objectives with Agentforce capabilities. Your primary responsibility will be to lead discovery workshops, identifying and defining AI agent use cases such as auto-resolution, proactive field service dispatch, sentiment analysis, and post-call summarization. You will author comprehensive epics, user stories, acceptance criteria, and process flow diagrams, ensuring a clear and structured approach to project development. Additionally, you will manage stakeholder alignment across various teams, including Customer Experience (CX), IT, Operations, and Legal, with a focus on data privacy and AI governance. Your expertise will be instrumental in defining success metrics and overseeing UAT, as well as supporting change management and end-user training initiatives.

• 10+ years of experience in Salesforce consulting or business analysis.
• Proven track record of delivering full Agentforce or Einstein AI projects (at least 2 projects).
• Strong background in Salesforce Service Cloud or Field Service Lightning.
• Salesforce Business Analyst Certification is highly preferred.
• Excellent communication and collaboration skills.
• Ability to work independently and manage multiple projects simultaneously.
• Analytical mindset with a problem-solving approach.
• Experience in leading discovery workshops and facilitating stakeholder discussions.
• Proficiency in using tools like Lucidchart or Miro for process flow diagramming.
• A passion for staying updated with the latest Salesforce and AI innovations.

• Lead discovery workshops to identify and define AI agent use cases.
• Author detailed epics, user stories, acceptance criteria, and process flow diagrams.
• Manage stakeholder alignment across CX, IT, Operations, and Legal teams.
• Ensure data privacy and AI governance compliance.
• Define success metrics for AI agent implementations, such as deflection rate and handle time reduction.
• Oversee UAT (User Acceptance Testing) to ensure quality and user satisfaction.
• Support change management initiatives and provide end-user training.
• Collaborate with cross-functional teams to gather requirements and translate them into actionable plans.
• Stay updated with the latest trends and advancements in Salesforce and AI technologies.