Salesforce Business Analyst Agentforce and data cloud

Salesforce Business Analyst – Service Cloud, Agentforce & Data Cloud

We are seeking an experienced Salesforce Business Analyst to translate business requirements into scalable and efficient solutions across the Salesforce ecosystem. The ideal candidate will have hands-on experience with Salesforce Service Cloud, Agentforce, and Data Cloud, and work closely with business stakeholders, architects, and technical teams to drive operational efficiency and enhance the customer experience.

• Conduct workshops, stakeholder interviews, and journey mapping to define business needs and user stories.
• Perform process mapping (as-is/to-be), identify gaps, dependencies, and optimization opportunities.
• Translate business goals into epics, user stories, and acceptance criteria, maintaining traceability across requirements and testing.

• Configure Salesforce environments including objects, workflows, validation rules, page layouts, and user profiles.
• Ensure alignment with Salesforce architectural best practices, scalability, and compliance.
• Support Salesforce governance, release planning, and sprint coordination.

• Analyze and refine customer service processes, case management workflows, knowledge management, and omni-channel routing.
• Ensure Service Cloud capabilities fully support operational efficiency and customer experience transformation.
• Track KPIs such as CSAT, AHT, and routing accuracy.

• Support functional analysis and process definition for Agentforce implementations, including agent workflows, conversation journeys, and escalation paths.
• Partner with Agentforce developers to validate requirements for case handling, routing, and AI-powered agent assist capabilities.

• Map Salesforce objects and data models to business use cases and external data sources.
• Participate in integration and data flow discussions across Data Cloud, Snowflake, and other platforms.
• Assist with segmentation, identity resolution, and data activation use cases.

• Prepare UAT test plans, test cases, and scripts; coordinate UAT and ensure smooth sign-off.
• Assist development teams during unit and system testing to validate solutions against requirements.

• 6+ years as a Salesforce Business Analyst or similar role.
• Strong understanding of Salesforce data models, workflows, and declarative tools.
• Hands-on experience with Service Cloud (case management, omni-channel, knowledge).
• Experience supporting or working with Agentforce (agent workflows, guided experiences, AI-powered agent assist).
• Working knowledge of Salesforce Data Cloud, including data modeling, identity resolution, and activation.
• Strong documentation skills: epics, user stories, acceptance criteria, process maps, data mapping, KPIs.
• Experience coordinating UAT, test readiness, and cross-functional alignment.
• Excellent communication skills for interacting with business and technical stakeholders.

• Salesforce Administrator or Business Analyst certification.
• Exposure to financial services or insurance domain.
• Familiarity with Salesforce integrations (APIs, Mulesoft, Informatica).
• Experience with AI-powered Salesforce capabilities (Einstein, Agent Assist).
• Experience in Agile environments using tools like Jira or Azure Dev Ops.