Role description
Job Description: Salesforce Business Analyst (Agentforce)
Job Title-Salesforce Business Analyst - Agentforce
Experience Range-6-8 Years
Employment Type: Full-Time
Hiring Location: Chennai/Trivandrum/Bangalore/Noida/Gurgaon/Pune
Job Summary
We are looking for an experienced Salesforce Business Analyst with expertise in Agentforce, Sales Cloud, and Service Cloud to join our Global CRM team. The ideal candidate will work closely with business stakeholders across multiple business units and geographies to drive Salesforce transformation initiatives, gather requirements, perform business process analysis, and deliver innovative Salesforce solutions.
The role requires strong business analysis capabilities, stakeholder management skills, and hands-on experience in Agentforce implementations. The candidate will act as a trusted advisor, facilitating workshops, identifying process improvements, and collaborating with architects, developers, project managers, and training teams to ensure successful project delivery.
Must-Have Skills
- Salesforce Business Analysis experience (5+ years)
- Agentforce implementation experience with at least one end-to-end project (minimum 6 months hands-on experience)
- Salesforce Sales Cloud and/or Service Cloud expertise
- Salesforce Lightning Experience (Lightning UI)
- Requirements gathering and documentation
- Business Process Analysis and Gap Analysis
- Stakeholder Management across business and technical teams
- Agile/Scrum project delivery methodology
- Workshop facilitation and solution design discussions
- Excellent communication, presentation, and documentation skills
- Salesforce Administration Certification
- Agentforce Specialist Certification
- Salesforce Sales Cloud or Service Cloud Certification
Good-to-Have Skills
- Multiple Salesforce Consultant Certifications
- Salesforce AI capabilities and Generative AI solutions
- Salesforce CPQ
- Marketing Automation platforms
- Contract Lifecycle Management (CLM)
- Change Management and Salesforce Adoption Programs
- Experience working in global, multicultural environments
- Knowledge of Salesforce ecosystem integrations and best practices
Key Responsibilities
- Collaborate with business stakeholders to understand business objectives, challenges, and requirements.
- Conduct workshops, discovery sessions, and process analysis activities.
- Perform gap analysis and translate business requirements into functional specifications and user stories.
- Partner with Salesforce Architects and Developers to design scalable Salesforce solutions.
- Lead business process improvement initiatives leveraging Salesforce capabilities.
- Act as the Subject Matter Expert (SME) for Agentforce, Sales Cloud, and Service Cloud.
- Support Agile project delivery through backlog grooming, sprint planning, UAT, and release activities.
- Drive Salesforce adoption by understanding end-user needs and recommending enhancements.
- Work closely with Training and Communication teams to support successful change management initiatives.
- Provide ongoing recommendations for Salesforce platform optimization and continuous improvement.
Required Certifications
- Salesforce Certified Administrator (Mandatory)
- Salesforce Certified Agentforce Specialist (Mandatory)
- Salesforce Sales Cloud Consultant or Service Cloud Certification (Mandatory)
Skills
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
