Salesforce Business Analyst Agentforce and data cloud

Salesforce Business Analyst

NYC and Boston – 3-4 days office is must for this role – 3 days a week in client office

Role Overview

The Salesforce Business Analyst plays a critical role in translating business needs into scalable, efficient solutions across the Salesforce ecosystem. This role requires hands-on experience with Salesforce core platform capabilities, as well as specialized skills in Service Cloud, Agentforce, and Data Cloud. The analyst will collaborate closely with business stakeholders, architects, developers, and cross-functional teams to ensure that Salesforce capabilities are fully leveraged to drive operational efficiency and customer experience.

Key Responsibilities

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

Salesforce Platform Expertise

• Configure the Salesforce environment as needed, including objects, workflows, validation rules, page layouts, and user profiles.
• Collaborate with technical teams to ensure alignment with Salesforce architectural best practices, scalability, and compliance guidelines.
• Support Salesforce governance processes including release planning, sprint planning, and stakeholder alignment.

Service Cloud Responsibilities

• Analyze and refine customer service processes, case management workflows, knowledge management, and omni-channel routing.
• Ensure Salesforce Service Cloud capabilities are fully utilized to support operational efficiency and customer experience transformation.
• Work with Service Cloud teams on KPIs such as CSAT, AHT, and routing accuracy.

Agentforce Responsibilities

• 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, agent assist capabilities, and persona-specific workflows.

Data Cloud Responsibilities

• Support mapping of 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 data platforms.
• Assist with segmentation, identity resolution, and data activation use cases involving Data Cloud.

Testing, Validation & Deployment Support

• Prepare UAT test plans, test cases, and scripts; coordinate UAT with business teams and ensure smooth sign-off.
• Assist development teams during unit and system testing to validate that build artifacts align with documented requirements.

Required Skills & Experience

• 6+ years of experience as a Salesforce Business Analyst or similar role.
• Strong understanding of Salesforce data models, platform capabilities, workflows, and declarative tools.
• Hands-on expertise in 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 use cases.
• 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 with the ability to interface with business and technical stakeholders.

Preferred Qualifications

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