JD: Bridge business strategy and Agentforce capabilities by leading discovery workshops for AI agent use cases, such as auto-resolution (knowledge mining), proactive field service dispatch, sentiment analysis, and post-call summarization. Author detailed epics, user stories, acceptance criteria, and process flow diagrams (using Lucidchart or Miro). Manage stakeholder alignment across Customer Experience (CX), IT, Operations, and Legal teams regarding data privacy and AI governance. Define success metrics (e.g., deflection rate, handle time reduction) and oversee UAT. Support change management and end-user training.

Requires 10+ years of Salesforce consulting or business analysis experience , with at least 2 full Agentforce or Einstein AI projects delivered. Salesforce Business Analyst Certification and solid background in Service Cloud or Field Service Lightning are highly preferred.

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