Salesforce Business Analyst

< data-start="128" data-end="197">Job Title: Salesforce Business Analyst – Agentforce & Data Cloud

Location: NYC or Boston
Work Model: Hybrid (3 days/week onsite – mandatory)

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Role Overview

The Salesforce Business Analyst will work closely with business and technical teams to translate business needs into scalable Salesforce solutions. This role requires strong hands-on experience with the Salesforce platform, particularly Service Cloud, Agentforce, and Data Cloud, to support operational efficiency and customer experience initiatives.

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Key Responsibilities

• Lead requirements gathering through workshops, interviews, and journey mapping.

• Document and analyze as-is / to-be processes and identify optimization opportunities.

• Translate business needs into epics, user stories, and acceptance criteria with full traceability.

• Configure Salesforce features including objects, workflows, validation rules, page layouts, and profiles.

• Partner with architects and developers to ensure alignment with Salesforce best practices.

• Support governance activities such as sprint planning, release planning, and stakeholder reviews.

Service Cloud

• Analyze and optimize case management, omni-channel routing, and knowledge processes.

• Support KPIs such as CSAT, AHT, and routing accuracy.

Agentforce

• Define agent workflows, conversation journeys, and escalation paths.

• Work with Agentforce developers on agent assist, routing, and persona-based experiences.

Data Cloud

• Support data modeling, object mapping, and integration discussions.

• Assist with identity resolution, segmentation, and data activation use cases.

Testing & Deployment

• Prepare and execute UAT test plans and scripts; coordinate business sign-off.

• Validate solutions during system and user acceptance testing.

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Required Skills & Experience

• 6+ years of experience as a Salesforce Business Analyst.

• Strong understanding of Salesforce platform capabilities and data models.

• Hands-on experience with Service Cloud.

• Experience supporting Agentforce implementations.

• Working knowledge of Salesforce Data Cloud.

• Strong documentation and stakeholder communication skills.

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Preferred Qualifications

• Salesforce Admin or BA certification.

• Financial services or insurance domain experience.

• Exposure to integrations (APIs, MuleSoft, Informatica).

• Experience with AI-driven Salesforce features (Einstein, Agent Assist).

• Agile experience with Jira or Azure DevOps.