Role: Principal - Business Analyst

Location: India, Remote

Experience: 8-12 Years

Role Overview

we are seeking an experienced Principal Consultant/Business Analyst, to play a crucial role in connecting business objectives with Agentforce capabilities. The ideal candidates primary responsibility will be to lead discovery workshops, identifying and defining AI agent use cases such as auto-resolution, proactive field service dispatch, sentiment analysis and post-call summarization, author comprehensive epics, user stories, acceptance criteria and process flow diagrams, ensuring a clear and structured approach to project development. Additionally, he/she will manage stakeholder alignment across various teams, including Customer Experience (CX), IT, Operations and Legal, with a focus on data privacy and AI governance. His/ Her expertise will be instrumental in defining success metrics and overseeing UAT, as well as supporting change management and end-user training initiatives.

Key responsibilities:

- Lead discovery workshops to identify and define AI agent use cases.
- Author detailed epics, user stories, acceptance criteria and process flow diagrams.
- Manage stakeholder alignment across CX, IT, Operations and Legal teams.
- Ensure data privacy and AI governance compliance.
- Define success metrics for AI agent implementations, such as deflection rate and handle time reduction.
- Oversee UAT (User Acceptance Testing) to ensure quality and user satisfaction.
- Support change management initiatives and provide end-user training.
- Collaborate with cross-functional teams to gather requirements and translate them into actionable plans.
- Stay updated with the latest trends and advancements in Salesforce and AI technologies.

Required skills and qualifications:

- Bachelor s or Masters degree in Computer Science, Information Technology,



Engineering or a related field.
- 10+ years of experience in Salesforce consulting or business analysis.
- Proven track record of delivering full Agentforce or Einstein AI projects (at least 2 projects).
- Solid background in Salesforce Service Cloud or Field Service Lightning.
- Salesforce Business Analyst Certification is highly preferred.
- Excellent communication and collaboration skills.
- Ability to work independently and manage multiple projects simultaneously.
- Analytical mindset with a problem-solving approach.
- Experience in leading discovery workshops and facilitating stakeholder discussions.
- Proficiency in using tools like Lucidchart or Miro for process flow diagramming.
- A passion for staying updated with the latest Salesforce and AI innovations.

Must have skills:

- Hands-on experience delivering Agentforce and/or Einstein AI projects.
- Strong expertise in Salesforce Service Cloud and/or Field Service Lightning.
- Experience in requirements gathering, stakeholder management and UAT.

Good to have skills:

- Salesforce Business Analyst or Service Cloud Certification.
- Experience with Agentforce, Einstein AI, Copilot, or Generative AI solutions.
- Proficiency in Lucidchart, Miro, Jira, or similar tools.
- Knowledge of Agile methodologies and change management practices.

Desired attributes:

- Strong communication, facilitation and stakeholder management skills.
- Analytical mindset with a problem-solving approach.
- Ability to bridge business and technical teams effectively.
- Proactive, adaptable and passionate about AI and Salesforce innovation.

Interview process

2 rounds of discussion.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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