Job Responsibilities:

✦   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 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.

✦   Identify opportunities to leverage Salesforce Agentforce for case automation, routing, conversational self-service, and 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.

✦   Work with Admins and Developers on Flows, Omnichannel, Service Cloud, and automation use cases.

✦   Assist in solution design reviews.

✦   Create and maintain BRD, FRD, user stories, and process diagrams.

✦   Support UAT planning, execution, and sign-off.

✦   Ensure smooth change management and user adoption.

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Job Requirements:

✦   10+ years of experience as a Salesforce Business Analyst.

✦   Strong knowledge of Service Cloud, Sales Cloud, and Salesforce automation.

✦   Hands-on experience with Flows, Omnichannel, Case Management, and reporting.

✦   Experience working with Salesforce Agentforce or equivalent AI-driven automation.

✦   Understanding of AI use cases, conversational workflows, and intelligent automation.

✦   Exposure to Einstein AI, Data Cloud, or intelligent recommendations is a plus.

✦   Strong requirement elicitation, documentation, and process modeling skills.

✦   Ability to translate complex business needs into Salesforce solutions.

✦   Excellent communication and stakeholder management skills.

✦   Preferred: Salesforce certifications including Admin, Business Analyst, or Service Cloud.

✦   Preferred: Experience in Healthcare, Financial Services, or Enterprise CRM environments.

✦   Preferred: Exposure to Agile/Scrum delivery models.

✦   Preferred: Experience supporting AI ethics, governance, or compliance.

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Job Application:

✦   Job Application Type: Link

​      Job Application Link: https://www.linkedin.com/jobs/search/?currentJobId=4402042134&f_TPR=r86400&geoId=103644278&keywords=salesforce&sortBy=R&start=650