Salesforce Business Analyst with Agentforce and data cloud
E-Solutions, Boston, Massachusetts, us, 02298
Salesforce Business Analyst with Agentforce and data cloud knowledge- 2 roles
NYC and Boston - 3-4 days office is must for this role -
3 days a week in client office
Role Overview
The Salesforce Business Analyst plays a critical role in translating business needs into scalable, efficient solutions across the Salesforce ecosystem. This role requires hands-on experience with
Salesforce core platform capabilities , as well as specialized skills in
Service Cloud ,
Agentforce , and
Data Cloud . The analyst will collaborate closely with business stakeholders, architects, developers, and cross-functional teams to ensure that Salesforce capabilities are fully leveraged to drive operational efficiency and customer experience.
Key Responsibilities
Business Analysis & Requirements Management Conduct
requirements gathering workshops , stakeholder interviews, and journey mapping to define business needs and user stories. Perform
process mapping
(as-is/to-be), identifying gaps, dependencies, and opportunities for optimization. Translate business goals into
epics, detailed user stories, and acceptance criteria , maintaining full traceability across requirements and testing. Salesforce Platform Expertise
Configure the
Salesforce environment
as needed, including objects, workflows, validation rules, page layouts, and user profiles. Collaborate with technical teams to ensure alignment with
Salesforce architectural best practices , scalability, and compliance guidelines. Support Salesforce governance processes including release planning, sprint planning, and stakeholder alignment. Service Cloud Responsibilities
Analyze and refine
customer service processes , case management workflows, knowledge management, and omni-channel routing. Ensure Salesforce Service Cloud capabilities are fully utilized to support operational efficiency and customer experience transformation. Work with Service Cloud teams on KPIs such as CSAT, AHT, and routing accuracy. Agentforce Responsibilities
Support functional analysis and process definition for
Agentforce implementations , including agent workflows, conversation journeys, and escalation paths. Partner with Agentforce developers to validate requirements for case handling, routing, agent assist capabilities, and persona-specific workflows. Data Cloud Responsibilities
Support mapping of
Salesforce objects and data models
to business use cases and external data sources. Participate in integration and data flow discussions across Data Cloud, Snowflake, and other data platforms. Assist with segmentation, identity resolution, and data activation use cases involving Data Cloud. Testing, Validation & Deployment Support
Prepare UAT test plans, test cases, and scripts; coordinate UAT with business teams and ensure smooth sign-off. Assist development teams during unit and system testing to validate that build artifacts align with documented requirements. Required Skills & Experience
6+ years of experience as a Salesforce Business Analyst or similar role. Strong understanding of
Salesforce data models , platform capabilities, workflows, and declarative tools. Hands-on expertise in
Service Cloud
(case management, omni-channel, knowledge). Experience supporting or working with
Agentforce
(agent workflows, guided experiences, AI-powered agent assist). Working knowledge of
Salesforce Data Cloud , including data modeling, identity resolution, and activation use cases. Strong documentation skills: epics, user stories, acceptance criteria, process maps, data mapping, KPIs. Experience coordinating UAT, test readiness, and cross-functional alignment. Excellent communication skills with the ability to interface with business and technical stakeholders. Preferred Qualifications
Salesforce Administrator or Business Analyst certification. Good exposure to financial services or insurance domain Exposure to Salesforce integrations (APIs, Mulesoft, Informatica). Experience with AI-powered Salesforce capabilities (Einstein, Agent Assist). Experience in Agile environments with tools like Jira or Azure DevOps.
NYC and Boston - 3-4 days office is must for this role -
3 days a week in client office
Role Overview
The Salesforce Business Analyst plays a critical role in translating business needs into scalable, efficient solutions across the Salesforce ecosystem. This role requires hands-on experience with
Salesforce core platform capabilities , as well as specialized skills in
Service Cloud ,
Agentforce , and
Data Cloud . The analyst will collaborate closely with business stakeholders, architects, developers, and cross-functional teams to ensure that Salesforce capabilities are fully leveraged to drive operational efficiency and customer experience.
Key Responsibilities
Business Analysis & Requirements Management Conduct
requirements gathering workshops , stakeholder interviews, and journey mapping to define business needs and user stories. Perform
process mapping
(as-is/to-be), identifying gaps, dependencies, and opportunities for optimization. Translate business goals into
epics, detailed user stories, and acceptance criteria , maintaining full traceability across requirements and testing. Salesforce Platform Expertise
Configure the
Salesforce environment
as needed, including objects, workflows, validation rules, page layouts, and user profiles. Collaborate with technical teams to ensure alignment with
Salesforce architectural best practices , scalability, and compliance guidelines. Support Salesforce governance processes including release planning, sprint planning, and stakeholder alignment. Service Cloud Responsibilities
Analyze and refine
customer service processes , case management workflows, knowledge management, and omni-channel routing. Ensure Salesforce Service Cloud capabilities are fully utilized to support operational efficiency and customer experience transformation. Work with Service Cloud teams on KPIs such as CSAT, AHT, and routing accuracy. Agentforce Responsibilities
Support functional analysis and process definition for
Agentforce implementations , including agent workflows, conversation journeys, and escalation paths. Partner with Agentforce developers to validate requirements for case handling, routing, agent assist capabilities, and persona-specific workflows. Data Cloud Responsibilities
Support mapping of
Salesforce objects and data models
to business use cases and external data sources. Participate in integration and data flow discussions across Data Cloud, Snowflake, and other data platforms. Assist with segmentation, identity resolution, and data activation use cases involving Data Cloud. Testing, Validation & Deployment Support
Prepare UAT test plans, test cases, and scripts; coordinate UAT with business teams and ensure smooth sign-off. Assist development teams during unit and system testing to validate that build artifacts align with documented requirements. Required Skills & Experience
6+ years of experience as a Salesforce Business Analyst or similar role. Strong understanding of
Salesforce data models , platform capabilities, workflows, and declarative tools. Hands-on expertise in
Service Cloud
(case management, omni-channel, knowledge). Experience supporting or working with
Agentforce
(agent workflows, guided experiences, AI-powered agent assist). Working knowledge of
Salesforce Data Cloud , including data modeling, identity resolution, and activation use cases. Strong documentation skills: epics, user stories, acceptance criteria, process maps, data mapping, KPIs. Experience coordinating UAT, test readiness, and cross-functional alignment. Excellent communication skills with the ability to interface with business and technical stakeholders. Preferred Qualifications
Salesforce Administrator or Business Analyst certification. Good exposure to financial services or insurance domain Exposure to Salesforce integrations (APIs, Mulesoft, Informatica). Experience with AI-powered Salesforce capabilities (Einstein, Agent Assist). Experience in Agile environments with tools like Jira or Azure DevOps.