Lead Business Analyst – Salesforce FSC & Agentforce

• 8+ years of experience as a Business Analyst, with at least 3–4 years in a Lead BA role
• Strong hands‑on experience with:
• Salesforce Service Cloud and agent workflows
• Deep understanding of financial services / lending / mortgage business processes
• Proven experience working in Agile / Scrum environments
• Strong documentation skills (BRDs, user stories, process maps, use cases)
• Excellent stakeholder management and communication skills

Nice to Have:

• Experience with AI‑enabled service models
  , chatbots, or intelligent case routing
• Exposure to Salesforce Omni‑Channel, Chat/Messaging, or Contact Center integrations
• Salesforce certifications (FSC Accredited Professional, BA / Admin / Service Cloud preferred)
• Lead end‑to‑end business analysis activities for Salesforce‑based initiatives, including discovery, requirements elicitation, and solution alignment
• Act as the primary BA lead for Financial Services Cloud (FSC) implementations across Lending / Mortgage / Member Services
• Define and document business requirements, user stories, process flows, and acceptance criteria aligned to Agentforce‑enabled service models
• Collaborate with product owners, architects, and development teams to translate business needs into scalable Salesforce solutions
• Drive adoption and optimization of Agentforce capabilities for AI‑assisted agent workflows, case handling, member interactions, and productivity improvements
• Work closely with UX, Salesforce developers, and integration teams to ensure seamless end‑to‑end experiences
• Support release planning, sprint execution, UAT coordination, and stakeholder sign‑offs
• Identify gaps, risks, and improvement opportunities and proactively recommend automation and AI‑driven enhancements
• Act as a trusted advisor to business stakeholders and provide thought leadership on Salesforce and AI‑enabled service transformation

We are seeking an experienced Lead Business Analyst with strong expertise in Salesforce Financial Services Cloud (FSC) and Agentforce to lead requirements definition, solution shaping, and delivery execution for member‑facing initiatives. The role will bridge business, operations, and technology teams to drive digital transformation across Lending and Financial Services domains.